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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 12 complaint appeals in 2016 about Grand Central Railway.

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

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.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Quality on train 1 11 16 25 15 23 16 9 1
Complaints handling 3 20 34 31 20 17 13 4 8
Fares, retailing and refunds 2 5 11 25 7 10 5 3 2
Train service performance 1 10 14 30 10 14 7 3 8
Information 0 1 1 4 2 3 3 2 0

Complaint appeals relating to:

Quality on train 9 This is down 44% on the previous year
Complaints handling 4 This is down 69% on the previous year
Fares, retailing and refunds 3 This is down 40% on the previous year
Train service performance 3 This is down 57% on the previous year
Information 2 This is down 33% on the previous year