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Northern (Arriva) satisfaction data

Note: Arriva took over the franchise in April 2016, previously 'Northern Rail (Serco & Abellio)'.

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

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? 80% 76% 78% 80% 78% 79% 84% 82% 81% 83%
How satisfied were passengers with train punctuality and reliability? 77% 72% 77% 78% 77% 78% 81% 79% 80% 83%
How good was the cleanliness of the inside of the trains? 63% 60% 65% 64% 65% 66% 71% 66% 69% 70%
How satisfied were passengers with the value for money of the price of their ticket? 57% 54% 56% 54% 56% 53% 58% 58% 58% 57%

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

Northern (Arriva) complaints data

Note: Arriva took over the franchise in April 2016, previously 'Northern Rail (Serco & Abellio)'.

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

Transport Focus handled 257 complaint appeals in 2016 about Northern (Arriva).

Using this graph you can explore the appeals to Northern (Arriva).

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
Complaints handling 30 64 106 75 85 123 101 137 114
Train service performance 22 36 69 54 53 107 85 110 87
Penalty fares/unpaid fares notice/prosecution 0 0 0 10 45 74 107 57 23
Fares, retailing and refunds 24 44 43 40 24 55 48 46 32
Staff conduct and availability 21 33 47 24 25 46 63 44 21

Complaint appeals relating to:

Complaints handling 137 This is up 36% on the previous year
Train service performance 110 This is up 29% on the previous year
Penalty fares/unpaid fares notice/prosecution 57 This is down 47% on the previous year
Fares, retailing and refunds 46 This is down 4% on the previous year
Staff conduct and availability 44 This is down 30% on the previous year