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Last updated: 01:15
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National Rail Passenger Survey

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.

Autumn 2019

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

 

Spring 2019
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
Autumn 2018

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

 

Spring 2018
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
Autumn 2017

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

 

Spring 2017

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

 

Autumn 2016

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
Spring 2016

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

 

Autumn 2015

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