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Grand Central Railway satisfaction data

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

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? 96% 93% 95% 94% 94% 94% 93% 96% 91% 94%
How satisfied were passengers with train punctuality and reliability? 94% 93% 88% 90% 96% 96% 92% 96% 82% 96%
How good was the cleanliness of the inside of the trains? 89% 85% 89% 89% 84% 87% 90% 89% 89% 87%
How satisfied were passengers with the value for money of the price of their ticket? 73% 75% 78% 78% 79% 76% 76% 73% 68% 78%

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

Grand Central Railway complaints data

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

Transport Focus handled 26 complaint appeals in 2015 about Grand Central Railway.

Using this graph you can explore the appeals to Grand Central Railway.

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 2017
Quality on train 1 11 16 25 15 23 16 7 0
Complaints handling 3 20 34 31 20 17 13 4 0
Train service performance 1 10 14 30 10 14 7 2 0
Fares, retailing and refunds 2 5 11 25 7 10 5 2 1
Information 0 1 1 4 2 3 3 1 0

Complaint appeals relating to:

Quality on train 16 This is down 30% on the previous year
Complaints handling 13 This is down 24% on the previous year
Train service performance 7 This is down 50% on the previous year
Fares, retailing and refunds 5 This is down 50% on the previous year
Information 3 This is the same as the previous year