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Southern satisfaction data

Note: From Autumn 2015 part of the Govia Thameslink Railway franchise.

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

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? 82% 78% 76% 78% 77% 72% 78% 69% 65% 72%
How satisfied were passengers with train punctuality and reliability? 77% 72% 73% 65% 68% 56% 65% 53% 44% 57%
How good was the cleanliness of the inside of the trains? 74% 70% 72% 76% 77% 76% 75% 70% 72% 67%
How satisfied were passengers with the value for money of the price of their ticket? 42% 36% 39% 39% 40% 37% 41% 35% 38% 38%

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

Southern complaints data

Note: From Autumn 2015 part of the Govia Thameslink Railway franchise.

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

Transport Focus handled 132 complaint appeals in 2015 about Southern.

Using this graph you can explore the appeals to Southern.

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 2017
Complaints handling 16 58 146 66 118 93 52 83 23
Fares, retailing and refunds 36 68 99 93 90 67 47 39 6
Train service performance 11 24 43 44 44 67 43 98 23
Penalty fares/unpaid fares notice/prosecution 0 0 0 34 35 31 27 4 0
Staff conduct and availability 5 14 24 23 22 16 9 5 0

Complaint appeals relating to:

Complaints handling 52 This is down 44% on the previous year
Fares, retailing and refunds 47 This is down 30% on the previous year
Train service performance 43 This is down 36% on the previous year
Penalty fares/unpaid fares notice/prosecution 27 This is down 13% on the previous year
Staff conduct and availability 9 This is down 44% on the previous year