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Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Merseyrail.
|Overall, how satisfied were passengers with the journey?||96%||92%||92%||93%||93%||90%||91%||93%||90%||95%|
|How satisfied were passengers with train punctuality and reliability?||94%||92%||91%||93%||93%||87%||92%||93%||91%||93%|
|How good was the cleanliness of the inside of the trains?||80%||80%||81%||78%||77%||75%||74%||84%||79%||82%|
|How satisfied were passengers with the value for money of the price of their ticket?||67%||70%||65%||66%||70%||66%||68%||69%||74%||71%|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 13 complaint appeals in 2015 about Merseyrail.
Using this graph you can explore the appeals to Merseyrail.
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”.
|Penalty fares/unpaid fares notice/prosecution||0||0||0||2||5||8||8||4|
|Staff conduct and availability||1||11||3||0||0||4||4||1|
|Train service performance||1||1||3||5||0||1||3||1|
|Fares, retailing and refunds||22||18||4||5||0||2||2||1|
Complaint appeals relating to:
|Penalty fares/unpaid fares notice/prosecution||8||This is the same as the previous year|
|Staff conduct and availability||4||This is the same as the previous year|
|Complaints handling||3||This is down 25% on the previous year|
|Train service performance||3||This is up 200% on the previous year|
|Fares, retailing and refunds||2||This is the same as the previous year|