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CrossCountry satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on CrossCountry.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 85% 84% 86% 82% 83% 86% 87% 86% 84% 88%
How satisfied were passengers with train punctuality and reliability? 82% 80% 83% 78% 81% 85% 86% 85% 80% 86%
How good was the cleanliness of the inside of the trains? 79% 78% 80% 80% 78% 80% 80% 79% 78% 81%
How satisfied were passengers with the value for money of the price of their ticket? 53% 49% 53% 52% 53% 55% 58% 53% 55% 55%

To access more detailed data on each satisfaction measure, choose a question:

CrossCountry complaints data

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

Transport Focus handled 95 complaint appeals in 2016 about CrossCountry.

Using this graph you can explore the appeals to CrossCountry.

Top five reasons for complaint appeals in 2016

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.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Quality on train 22 46 70 32 44 93 47 37 11
Complaints handling 46 64 152 74 75 89 57 36 25
Train service performance 30 32 53 43 34 49 33 26 17
Fares, retailing and refunds 49 56 97 58 38 35 39 23 5
Penalty fares/unpaid fares notice/prosecution 0 0 0 16 15 27 27 14 4

Complaint appeals relating to:

Quality on train 37 This is down 21% on the previous year
Complaints handling 36 This is down 37% on the previous year
Train service performance 26 This is down 21% on the previous year
Fares, retailing and refunds 23 This is down 41% on the previous year
Penalty fares/unpaid fares notice/prosecution 14 This is down 48% on the previous year