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Nexus satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys.

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

Nexus complaints data

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

Transport Focus handled 2 complaint appeals in 2016 about Nexus.

Using this graph you can explore the appeals to Nexus.

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”.

2014 2015 2016 2017
Complaints handling 5 3 1 0
Penalty fares/unpaid fares notice/prosecution 1 2 1 1
Staff conduct and availability 1 0 1 0
Accessibility 1 0 0 0
Fares, retailing and refunds 7 4 0 0

Complaint appeals relating to:

Complaints handling 1 This is down 67% on the previous year
Penalty fares/unpaid fares notice/prosecution 1 This is down 50% on the previous year
Staff conduct and availability 1 This is up 100% on the previous year
Accessibility 0 This is the same as the previous year
Fares, retailing and refunds 0 This is down 100% on the previous year