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Network Rail satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys.

No NPS satisfaction data available for Network Rail — the survey only collects data from rail operators.

Network Rail complaints data

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

Transport Focus handled 5 complaint appeals in 2016 about Network Rail.

Using this graph you can explore the appeals to Network Rail.

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
Accessibility 0 3 1 4 1 1 0 2 0
Complaints handling 1 7 9 3 15 8 2 2 1
Safety and security 2 0 0 1 1 5 1 1 1
Staff conduct and availability 0 6 8 2 8 2 2 1 0
Station quality 0 2 1 1 0 0 2 1 0

Complaint appeals relating to:

Accessibility 2 This is up 100% on the previous year
Complaints handling 2 This is the same as the previous year
Safety and security 1 This is the same as the previous year
Staff conduct and availability 1 This is down 50% on the previous year
Station quality 1 This is down 50% on the previous year