Grand Central in-house 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
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.