Please note that this site does not support Internet Explorer versions 7 or 8.

Graphs will not appear, and other elements on the page may be displayed incorrectly.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View".

Great Western Railway (GWR) satisfaction data

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).

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? 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%

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

Great Western Railway (GWR) complaints data

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

Transport Focus handled 292 complaint appeals in 2016 about Great Western Railway (GWR).

Using this graph you can explore the appeals to Great Western Railway (GWR).

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
Complaints handling 56 232 196 72 80 114 48 224 265
Train service performance 37 108 93 42 41 58 45 103 104
Fares, retailing and refunds 131 173 165 83 62 55 55 51 28
Penalty fares/unpaid fares notice/prosecution 0 0 0 40 30 42 55 34 10
Quality on train 10 30 26 12 17 21 17 22 20

Complaint appeals relating to:

Complaints handling 224 This is up 367% on the previous year
Train service performance 103 This is up 129% on the previous year
Fares, retailing and refunds 51 This is down 7% on the previous year
Penalty fares/unpaid fares notice/prosecution 34 This is down 38% on the previous year
Quality on train 22 This is up 29% on the previous year