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Merseyrail satisfaction data

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

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? 92% 92% 93% 93% 90% 91% 93% 90% 95% 94%
How satisfied were passengers with train punctuality and reliability? 92% 91% 93% 93% 87% 92% 93% 91% 93% 94%
How good was the cleanliness of the inside of the trains? 80% 81% 78% 77% 75% 74% 84% 79% 82% 75%
How satisfied were passengers with the value for money of the price of their ticket? 70% 65% 66% 70% 66% 68% 69% 74% 71% 65%

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

Merseyrail complaints data

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

Transport Focus handled 11 complaint appeals in 2016 about Merseyrail.

Using this graph you can explore the appeals to Merseyrail.

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
Penalty fares/unpaid fares notice/prosecution 0 0 0 2 5 8 8 5 0
Complaints handling 4 5 11 7 1 4 3 4 1
Train service performance 1 1 3 5 0 1 3 4 1
Fares, retailing and refunds 22 18 4 5 0 2 2 2 0
Information 0 0 0 0 0 3 0 1 0

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 5 This is down 38% on the previous year
Complaints handling 4 This is up 33% on the previous year
Train service performance 4 This is up 33% on the previous year
Fares, retailing and refunds 2 This is the same as the previous year
Information 1 This is up 100% on the previous year