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Great Northern satisfaction data

Note: From Autumn 2015 part of the Govia Thameslink Railway franchise.

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

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? n/a n/a n/a n/a n/a n/a 84% 74% 78% 79%
How satisfied were passengers with train punctuality and reliability? n/a n/a n/a n/a n/a n/a 79% 69% 64% 78%
How good was the cleanliness of the inside of the trains? n/a n/a n/a n/a n/a n/a 70% 57% 60% 69%
How satisfied were passengers with the value for money of the price of their ticket? n/a n/a n/a n/a n/a n/a 40% 37% 37% 39%

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

Great Northern complaints data

Note: From Autumn 2015 part of the Govia Thameslink Railway franchise.

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

Transport Focus handled 48 complaint appeals in 2016 about Great Northern.

Using this graph you can explore the appeals to Great Northern.

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”.

2015 2016 2017
Train service performance 1 33 7
Complaints handling 1 30 6
Fares, retailing and refunds 2 10 1
Staff conduct and availability 1 6 1
Penalty fares/unpaid fares notice/prosecution 2 5 0

Complaint appeals relating to:

Train service performance 33 This is up 3200% on the previous year
Complaints handling 30 This is up 2900% on the previous year
Fares, retailing and refunds 10 This is up 400% on the previous year
Staff conduct and availability 6 This is up 500% on the previous year
Penalty fares/unpaid fares notice/prosecution 5 This is up 150% on the previous year