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First Capital Connect satisfaction data

Note: First Capital Connect ceased to exist in September 2014 when Govia Thameslink Railway took over the franchise.

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

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 79% 81% 76% 79% 77% n/a n/a n/a n/a n/a
How satisfied were passengers with train punctuality and reliability? 76% 81% 71% 74% 72% n/a n/a n/a n/a n/a
How good was the cleanliness of the inside of the trains? 64% 65% 57% 67% 63% n/a n/a n/a n/a n/a
How satisfied were passengers with the value for money of the price of their ticket? 34% 38% 32% 37% 38% n/a n/a n/a n/a n/a

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

First Capital Connect complaints data

Note: First Capital Connect ceased to exist in September 2014 when Govia Thameslink Railway took over the franchise.

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

Transport Focus handled 1 complaint appeal in 2015 about First Capital Connect.

Using this graph you can explore the appeals to First Capital Connect.

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
Complaints handling 11 36 37 27 25 21 1
Accessibility 0 0 1 1 0 0 0
Fares, retailing and refunds 17 34 33 36 17 17 0
Information 1 2 1 1 1 2 0
Non-train operating company information providers 0 2 1 0 0 1 0

Complaint appeals relating to:

Complaints handling 1 This is down 95% on the previous year
Accessibility 0 This is the same as the previous year
Fares, retailing and refunds 0 This is down 100% on the previous year
Information 0 This is down 100% on the previous year
Non-train operating company information providers 0 This is down 100% on the previous year