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Association of Train Operating Companies (ATOC) satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys.

No NPS satisfaction data available for Association of Train Operating Companies (ATOC) — the survey only collects data from rail operators.

Association of Train Operating Companies (ATOC) complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 9 complaint appeals in 2015 about Association of Train Operating Companies (ATOC).

Using this graph you can explore the appeals to Association of Train Operating Companies (ATOC).

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

2009 2010 2011 2012 2013 2014 2015 2016
Fares, retailing and refunds 11 14 11 17 28 10 11 2
Complaints handling 2 7 6 3 10 3 1 0
Information 0 1 1 1 0 0 1 0
Staff conduct and availability 1 0 0 1 0 0 1 0
Accessibility 0 1 0 0 0 0 0 0

Complaint appeals relating to:

Fares, retailing and refunds 11 This is up 10% on the previous year
Complaints handling 1 This is down 67% on the previous year
Information 1 This is up 100% on the previous year
Staff conduct and availability 1 This is up 100% on the previous year
Accessibility 0 This is the same as the previous year