Want to see how our service measures up? See how we did in National Rail’s most recent passenger survey
Transport Focus used to conduct an independent National Rail Passenger Survey (NRPS) twice a year. This was paused at the start of the pandemic and will, in due course, be replaced by a new industry survey
The survey asks passengers about their experience with our station and train facilities. The historic results are available here.
Our NRPS results for Autumn 2019 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| How well train company deals with delays | 57 |
| How request to station staff was handled | 93 |
| The attitudes and helpfulness of the staff (Station) | 85 |
| Usefulness of information provided during delay | 49 |
| The availability of staff (Station) | 76 |
| Provision of information about train times/platforms | 87 |
| Cleanliness (Station) | 71 |
| Ticket buying facilities | 73 |
| Facilities for car parking | 65 |
| The upkeep/repair of the station buildings/platforms | 71 |
| Station toilets (formerly facilities and services) | 62 |
| Your personal security whilst using that station | 81 |
| The provision of shelter facilities | 74 |
| Overall environment (Station) | 76 |
| Availability of seating (Station) | 50 |
| The cleanliness of the inside (Train) | 89 |
| Level of crowding (Sufficient room for all passengers to sit/stand) | 87 |
| The provision of information during the journey | 77 |
| Upkeep and repair of the train | 91 |
| Your personal security onboard | 85 |
| The cleanliness of the outside (Train) | 90 |
| The space for luggage (Train) | 62 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 85 |
| Indicator | Score % |
|---|---|
| How request to station staff was handled | 89 |
| The attitudes and helpfulness of the staff (Station) | 79 |
| Usefulness of Information Provided during Delay* | 38 |
| The availability of staff (Station) | 72 |
| Provision of information about train times/platforms | 84 |
| Cleanliness (Station) | 75 |
| Ticket buying facilities | 79 |
| Facilities for car parking | 46 |
| The upkeep/repair of the station buildings/platforms | 72 |
| Station Toilets (formerly facilities and services) | 53 |
| Your personal security whilst using that station | 74 |
| The provision of shelter facilities | 81 |
| Overall environment (Station) | 71 |
| Availability of seating (Station) | 54 |
| The cleanliness of the inside (Train) | 89 |
| Level of crowding (formerly 'Sufficient room for all passengers to sit/stand') | 83 |
| The provision of information during the journey | 84 |
| Upkeep and repair of the train | 89 |
| Your personal security on board | 83 |
| The cleanliness of the outside (Train) | 85 |
| The space for luggage (Train) | 60 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 79 |
Our NRPS results for Autumn 2018 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| How well train company deals with delays | 38 |
| How request to station staff was handled | 77 |
| The attitudes and helpfulness of the staff (Station) | 80 |
| Usefulness of Information Provided during Delay | 42 |
| The availability of staff (Station) | 67 |
| Provision of information about train times/platforms | 84 |
| Cleanliness (Station) | 66 |
| Ticket buying facilities | 79 |
| Facilities for car parking | 59 |
| The upkeep/repair of the station buildings/platforms | 66 |
| Station toilets (formerly facilities and services) | 55 |
| Your personal security whilst using that station | 73 |
| The provision of shelter facilities | 75 |
| Overall environment (Station) | 72 |
| Availability of seating (Station) | 37 |
| The cleanliness of the inside (Train) | 87 |
| Level of crowding (Sufficient room for all passengers to sit/stand) | 80 |
| The provision of information during the journey | 78 |
| Upkeep and repair of the train | 83 |
| Your personal security onboard | 73 |
| The cleanliness of the outside (Train) | 81 |
| The space for luggage (Train) | 51 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 83 |
| Indicator | Score % |
|---|---|
| STATION FACILITIES (overall satisfaction) | 69 |
| How request to station staff was handled | 75 |
| The attitudes and helpfulness of the staff | 74 |
| Usefulness of information provided during delay |
34 |
| The availability of staff | 63 |
| Provision of information about train times/platforms | 75 |
| Cleanliness | 64 |
| Ticket buying facilities | 62 |
| Facilities for car parking | 57 |
| The upkeep/repair of the station buildings/platforms | 62 |
| Station Toilets (formerly facilities and services) | 51 |
| Your personal security whilst using that station | 67 |
| The provision of shelter facilities | 65 |
| Overall environment | 62 |
| Availability of seating | 37 |
| TRAIN FACILITIES (overall satisfaction) | 88 |
| How well train company deals with delays | 33 |
| The cleanliness of the inside | 88 |
| Level of crowding (formerly 'Sufficient room for all passengers to sit/stand') | 83 |
| The provision of information during the journey | 83 |
| Upkeep and repair of the train | 88 |
| Your personal security on board | 78 |
| The cleanliness of the outside | 89 |
| The space for luggage | 58 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 84 |
Our NRPS results for Autumn 2017 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| How well train company deals with delays | 38 |
| How request to station staff was handled | 82 |
| The attitudes and helpfulness of the staff (Station) | 70 |
| Usefulness of Information Provided during Delay | 48 |
| The availability of staff (Station) | 65 |
| Provision of information about train times/platforms | 73 |
| Cleanliness (Station) | 63 |
| Ticket buying facilities | 64 |
| Facilities for car parking | 35 |
| The upkeep/repair of the station buildings/platforms | 57 |
| The facilities and services (Station) | N/A |
| Your personal security whilst using that station | 67 |
| The provision of shelter facilities | 63 |
| Overall environment (Station) | 61 |
| Availability of seating (Station) | 38 |
| The cleanliness of the inside (Train) | 86 |
| Level of crowding (Sufficient room for all passengers to sit/stand) | 77 |
| The provision of information during the journey | 77 |
| Upkeep and repair of the train | 87 |
| Your personal security onboard | 77 |
| The cleanliness of the outside (Train) | 84 |
| The space for luggage (Train) | 52 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 75 |
Our NRPS results for Spring 2017 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| How well train company deals with delays | 44 |
| How request to station staff was handled | 88 |
| The attitudes and helpfulness of the staff (Station) | 73 |
| Usefulness of Information Provided during Delay | 45 |
| The availability of staff (Station) | 64 |
| Provision of information about train times/platforms | 77 |
| Cleanliness (Station) | 66 |
| Ticket buying facilities | 65 |
| Facilities for car parking | 52 |
| The upkeep/repair of the station buildings/platforms | 62 |
| The facilities and services (Station) | N/A |
| Your personal security whilst using that station | 73 |
| The provision of shelter facilities | 66 |
| Overall environment (Station) | 67 |
| Availability of seating (Station) | 43 |
| The cleanliness of the inside (Train) | 92 |
| Level of crowding (Sufficient room for all passengers to sit/stand) | 79 |
| The provision of information during the journey | 80 |
| Upkeep and repair of the train | 92 |
| Your personal security onboard | 83 |
| The cleanliness of the outside (Train) | 90 |
| The space for luggage (Train) | 54 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 83 |
Our NRPS results for Autumn 2016 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| Overall satisfaction with your journey | 82 |
| STATION FACILITIES | |
| Overall satisfaction with the station | 73 |
| Ticket buying facilities | 56 |
| Provision of information about train times/platforms | 72 |
| The upkeep/repair of the station buildings/platforms | 56 |
| Cleanliness | 61 |
| The facilities and services | 59 |
| The attitudes and helpfulness of the staff | 70 |
| Connections with other forms of public transport | 77 |
| Facilities for car parking | 39 |
| Overall environment | 58 |
| Your personal security whilst using the station | 69 |
| The availability of staff | 60 |
| The provision of shelter facilities | 54 |
| Availability of seating | 34 |
| How request to station staff was handled | 80 |
| The choice of shops/eating/drinking facilities available | 62 |
| TRAIN FACILITIES | |
| Overall satisfaction with the train | 87 |
| The frequency of the trains on that route | 81 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 73 |
| The length of time the journey was scheduled to take (speed) | 81 |
| Connections with other train services | 71 |
| The value for money of the price of your ticket | 33 |
| Upkeep and repair of the train | 92 |
| The provision of information during the journey | 74 |
| The helpfulness and attitude of staff on train | 65 |
| The space for luggage | 51 |
| The toilet facilities | 69 |
| Sufficient room for all passengers to sit/stand | 75 |
| The comfort of the seating area | 80 |
| The ease of being able to get on and off | 87 |
| Your personal security on board | 82 |
| The cleanliness of the inside | 92 |
| The cleanliness of the outside | 89 |
| The availability of staff | 43 |
| How well train company deals with delays | 26 |
Our NRPS results for Spring 2016 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| How well train company deals with delays | 26 |
| How request to station staff was handled | 78 |
| The attitudes and helpfulness of the staff (Station) | 71 |
| Usefulness of Information Provided during Delay | 26 |
| The availability of staff (Station) | 62 |
| Provision of information about train times/platforms | 75 |
| Cleanliness (Station) | 66 |
| Ticket buying facilities | 67 |
| Facilities for car parking | 41 |
| The upkeep/repair of the station buildings/platforms | 63 |
| The facilities and services (Station) | 66 |
| Your personal security whilst using that station | 75 |
| The provision of shelter facilities | 64 |
| Overall environment (Station) | 63 |
| Availability of seating (Station) | 36 |
| The cleanliness of the inside (Train) | 78 |
| Level of crowding (Sufficient room for all passengers to sit/stand) | 75 |
| The provision of information during the journey | 66 |
| Upkeep and repair of the train | 72 |
| Your personal security onboard | 77 |
| The cleanliness of the outside (Train) | 70 |
| The space for luggage (Train) | 57 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 80 |
Our NRPS results for Autumn 2015 for Gatwick Express are below:
| Indicators | Score % |
|---|---|
| Overall satisfaction with your journey | 80 |
| STATION FACILITIES | |
| Overall satisfaction with the station | 72 |
| Ticket buying facilities | 58 |
| Provision of information about train times/platforms | 73 |
| The upkeep/repair of the station buildings/platforms | 56 |
| Cleanliness | 60 |
| The facilities and services | 57 |
| The attitudes and helpfulness of the staff | 71 |
| Connections with other forms of public transport | 82 |
| Facilities for car parking | 39 |
| Overall environment | 59 |
| Your personal security whilst using the station | 71 |
| The availability of staff | 59 |
| The provision of shelter facilities | 62 |
| Availability of seating | 33 |
| How request to station staff was handled | 83 |
| The choice of shops/eating/drinking facilities available | 63 |
| TRAIN FACILITIES | |
| Overall satisfaction with the train | 81 |
| The frequency of the trains on that route | 89 |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 82 |
| The length of time the journey was scheduled to take (speed) | 84 |
| Connections with other train services | 85 |
| The value for money of the price of your ticket | 37 |
| Upkeep and repair of the train | 76 |
| The provision of information during the journey | 64 |
| The helpfulness and attitude of staff on train | 55 |
| The space for luggage | 51 |
| The toilet facilities | 54 |
| Sufficient room for all passengers to sit/stand | 73 |
| The comfort of the seating area | 79 |
| The ease of being able to get on and off | 69 |
| Your personal security on board | 81 |
| The cleanliness of the inside | 81 |
| The cleanliness of the outside | 75 |
| The availability of staff | 27 |
| How well train company deals with delays | 20 |