Standalone QTT
Page Title
Customer satisfaction
National Rail Passenger Survey Customer Satisfaction
Twice a year, Transport Focus carries out the National Rail Passenger Survey (NRPS), asking passengers travelling with every UK train company about their experiences on board. This is amalgamated into an overall customer satisfaction score, reported as a percentage of customers who were satisfied with their experience, and published for all to see.
Our current NRPS score (Spring 2020) is 95%.
NRPS Results for Grand Central, Spring 2020
| Measure | % of satisfied customers |
|---|---|
| Overall customer satisfaction (NRPS) | 95% |
| Value for money | 74% |
| Train punctuality | 92% |
| Level of crowding | 83% |
| Station satisfaction* | 86% |
| Information provided during delays | -** |
| Accuracy and availability of information | 89% |
| Overall train satisfaction | 95% |
| Consistency of good maintenance on-board | 91% |
| Staff helpfulness | 92% |
| Level of security on trains | 88% |
| Level of security at stations* | 78% |
| Train cleanliness | 92% |
| Station cleanliness* | 87% |
| Toilet availability on-board | 72% |
| Provision of useful information throughout journey | 83% |
- *Grand Central does not operate any of our own stations.
- **Sample size not large enough to return data
- Historical NRPS scores
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Date Grand Central NRPS Score 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.