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London Midland satisfaction data

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

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 87% 83% 80% 84% 82% 82% 84% 86% 86% 85%
How satisfied were passengers with train punctuality and reliability? 81% 75% 70% 73% 74% 74% 77% 76% 79% 77%
How good was the cleanliness of the inside of the trains? 82% 83% 76% 77% 75% 71% 76% 74% 76% 74%
How satisfied were passengers with the value for money of the price of their ticket? 53% 52% 51% 52% 50% 54% 54% 57% 55% 56%

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

London Midland complaints data

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

Transport Focus handled 96 complaint appeals in 2015 about London Midland.

Using this graph you can explore the appeals to London Midland.

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.

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
Penalty fares/unpaid fares notice/prosecution 0 0 0 10 44 35 43 5
Complaints handling 20 58 67 39 41 41 36 12
Train service performance 29 25 46 18 26 19 27 14
Fares, retailing and refunds 39 52 62 31 22 25 14 9
Staff conduct and availability 10 25 18 13 13 12 11 5

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 43 This is up 23% on the previous year
Complaints handling 36 This is down 12% on the previous year
Train service performance 27 This is up 42% on the previous year
Fares, retailing and refunds 14 This is down 44% on the previous year
Staff conduct and availability 11 This is down 8% on the previous year