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South West Trains satisfaction data

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

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 83% 85% 81% 81% 79% 80% 80% 81% 82% 83%
How satisfied were passengers with train punctuality and reliability? 82% 85% 77% 80% 77% 79% 76% 78% 75% 74%
How good was the cleanliness of the inside of the trains? 78% 76% 74% 73% 73% 73% 73% 72% 75% 75%
How satisfied were passengers with the value for money of the price of their ticket? 36% 37% 33% 37% 37% 38% 35% 40% 40% 39%

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

South West Trains complaints data

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

Transport Focus handled 176 complaint appeals in 2015 about South West Trains.

Using this graph you can explore the appeals to South West Trains.

Top five reasons for complaint appeals in 2015

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
Complaints handling 52 78 108 67 80 182 72 34
Train service performance 35 46 34 41 29 129 71 57
Penalty fares/unpaid fares notice/prosecution 0 0 0 24 27 38 47 13
Fares, retailing and refunds 103 129 133 89 59 84 40 21
Quality on train 9 17 10 13 11 21 20 10

Complaint appeals relating to:

Complaints handling 72 This is down 60% on the previous year
Train service performance 71 This is down 45% on the previous year
Penalty fares/unpaid fares notice/prosecution 47 This is up 24% on the previous year
Fares, retailing and refunds 40 This is down 52% on the previous year
Quality on train 20 This is down 5% on the previous year