Please note that this site does not support Internet Explorer versions 7 or 8.

Graphs will not appear, and other elements on the page may be displayed incorrectly.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View".

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 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 85% 81% 81% 79% 80% 80% 81% 82% 83% 82%
How satisfied were passengers with train punctuality and reliability? 85% 77% 80% 77% 79% 76% 78% 75% 74% 77%
How good was the cleanliness of the inside of the trains? 76% 74% 73% 73% 73% 73% 72% 75% 75% 74%
How satisfied were passengers with the value for money of the price of their ticket? 37% 33% 37% 37% 38% 35% 40% 40% 39% 40%

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 125 complaint appeals in 2016 about South West Trains.

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

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
Train service performance 35 46 34 41 29 129 71 81 71
Complaints handling 52 78 108 67 80 182 72 56 72
Fares, retailing and refunds 103 129 133 89 59 84 40 32 40
Penalty fares/unpaid fares notice/prosecution 0 0 0 24 27 38 47 17 6
Quality on train 9 17 10 13 11 21 20 16 16

Complaint appeals relating to:

Train service performance 81 This is up 14% on the previous year
Complaints handling 56 This is down 22% on the previous year
Fares, retailing and refunds 32 This is down 20% on the previous year
Penalty fares/unpaid fares notice/prosecution 17 This is down 64% on the previous year
Quality on train 16 This is down 20% on the previous year