Measuring Up - Annual rail consumer report

16 July 2019

'Measuring Up' is our annual rail consumer report focusing on the performance of train companies and Network Rail in the consumer areas we regulate:

  • ticket retailing
  • passenger information
  • assisted travel
  • complaints and redress

The report highlights the work we have undertaken throughout 2018/19 in securing improvements for passengers, identifying success and showing where progress has been made and where action has been necessary.

We also compare performance across train companies in each of the consumer areas and provide a summary of our plans for 2019/20.

Current report

Measuring Up - Annual rail consumer report 2019  pdf icon PDF, 4,639 Kb

Measuring Up 2019 - At a glance summary pdf icon PDF, 457 Kb

Measuring Up 2019 - Findings by train company pdf icon PDF, 1,677 Kb

Press release

ORR urges sweeping reforms on accessibility and compensation

Related spreadsheets

Actions to improve services in response to complaints 2018-19: All train operating companies (TOCs) (Excel format)

Actions to improve services in response to complaints 2018-19: All train operating companies (TOCs) (OpenDocument Spreadsheet format)

Disability and equality staff training 2018-19: All train operating companies (TOCs) (Excel format)

Disability and equality staff training 2018-19: All train operating companies (TOCs) (OpenDocument Spreadsheet format)

Accessibility and inclusion

This graph shows a range of accessibility data for each operator. It includes data on booked assistance volumes, and satisfaction with booked assistance. It also shows accessibility complaints per 100,000 journeys and volume of alternative accessible transport booked.

See our Complaints handling graph.