Standalone QTT
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Customer satisfaction
Grand Central Inhouse Customer Survey
Grand Central undertake an ongoing in-depth survey with our passengers, this is sent via email after a customer has purchased a ticket directly through our website or app. The customers are asked to rate our performance of our service for their most recent journey with us. Please see the results of the recent survey taken from customers who travelled between April 18 & June 18 2023.
| Measure | Scoring |
|---|---|
| Net Promoter Score | 47.5 |
| Customer Satisfaction | 40.5% |
| Level of crowding (out of 5) | 4.0 |
| Provision of information (out of 5) | 4.1 |
| Staff helpfulness (out of 5) | 3.9 |
| Train cleanliness (out of 5) | 4.0 |
| Staff helpfulness (out of 5) | 3.9 |
| Facilities, seats, tables, power, wifi (out of 5) | 4.1 |
| Seat availability (out of 5) | 4.3 |
| Sufficient space for luggage (out of 5) | 3.7 |
| Value for money (out of 5) | 3.9 |
National Rail Passenger Survey Customer Satisfaction
Carried out by Transport Focus, however this was paused as a result of COVID19.
- Historical NRPS scores
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Date Grand Central NRPS Score Spring 2020 95% Autumn 2019 94% Spring 2019 89% Autumn 2018 94% Spring 2018 95% Autumn 2017 96% Spring 2017 94% Autumn 2016 91% Spring 2016 96% Autumn 2015 93% Spring 2015 94% Autumn 2014 94% Spring 2014 94% Autumn 2013 95% Spring 2013 93% Autumn 2012 96%
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Information on delays
You can check if your journey is delayed using our live arrival and departure boards or check for any future planned engineering works that may affect your travel. Network Rail also have a Delays explained section on their website where you can find out more about the common causes of delays - and what we're doing to reduce their frequency and impact.