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Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Great Western Railway (GWR).
|Overall, how satisfied were passengers with the journey?||83%||80%||80%||80%||81%||81%||84%||84%||82%||81%|
|How satisfied were passengers with train punctuality and reliability?||79%||76%||74%||73%||74%||75%||79%||77%||74%||76%|
|How good was the cleanliness of the inside of the trains?||77%||74%||74%||76%||76%||75%||78%||79%||81%||78%|
|How satisfied were passengers with the value for money of the price of their ticket?||53%||48%||47%||48%||48%||49%||53%||50%||51%||47%|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 177 complaint appeals in 2015 about Great Western Railway (GWR).
Using this graph you can explore the appeals to Great Western Railway (GWR).
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”.
|Fares, retailing and refunds||131||173||165||83||62||55||55||47||12|
|Penalty fares/unpaid fares notice/prosecution||0||0||0||40||30||42||55||31||4|
|Train service performance||37||108||93||42||41||58||45||98||60|
|Staff conduct and availability||55||65||70||35||22||30||26||13||4|
Complaint appeals relating to:
|Fares, retailing and refunds||55||This is the same as the previous year|
|Penalty fares/unpaid fares notice/prosecution||55||This is up 31% on the previous year|
|Complaints handling||48||This is down 58% on the previous year|
|Train service performance||45||This is down 22% on the previous year|
|Staff conduct and availability||26||This is down 13% on the previous year|