How was it for you?
The independent view of how customers rate our performance.
National Rail Passenger Survey
As well as measuring our performance via passenger feedback, the National Rail Passenger Survey (NRPS) provides further insights into how we’re doing.
You can visit transportfocus.org.uk to view the full report.
LNER results from the NRPS
Our latest results from the National Rail Passenger Survey show that we’re on the right track with 89% of customers rating their experience of travelling with us as good/satisfied. Due to Covid-19 NRPS hasn't been able to conduct a survey but as soon as they do we will update this page.
LNER Spring 2020 National Rail Passenger Survey results are shown below:
| Measure | % results | |
|---|---|---|
| Overall satisfaction with the journey | 91% | |
| STATION FACILITIES | ||
| Overall satisfaction with the station | 89% | |
| Ticket buying facilities | 88% | |
| Provision of information about train times/platforms | 94% | |
| Upkeep/repair of the station buildings/platforms | 87% | |
| Cleanliness | 89% | |
| Toilet facilities at the station | 68% | |
| Attitudes and helpfulness of the staff | 81% | |
| Connections with other forms of public transport | 82% | |
| Facilities for car parking | 62% | |
| Facilities for bicycle parking | 52% | |
| Overall environment | 85% | |
| Your personal security whilst using the station | 79% | |
| Availability of staff at the station | 77% | |
| Shelter facilities | 76% | |
| Availability of seating | 52% | |
| How request to station staff was handled | 80% | |
| Choice of shops/eating/drinking facilities available | 65% | |
| Availability of Wi-Fi | 53% | |
| TRAIN FACILITIES | ||
| Overall satisfaction with the train | 89% | |
| Frequency of the trains on that route | 89% | |
| Punctuality/reliability (i.e. the train arriving/departing on time) | 80% | |
| Length of time the journey was scheduled to take (speed) | 91% | |
| Connections with other train services | 76% | |
| Value for money of the price of your ticket | 59% | |
| Upkeep and repair of the train | 88% | |
| Provision of information during the journey | 88% | |
| Helpfulness and attitude of staff on the train | 88% | |
| Space for luggage | 74% | |
| Toilet facilities | 68% | |
| Comfort of the seats | 77% | |
| Step or gap between the train and the platform | 70% | |
| Your personal security on board | 88% | |
| Cleanliness of the inside | 89% | |
| Cleanliness of the outside | 86% | |
| Availability of staff on the trains | 79% | |
| How well train company deals with delays | 65% | |
| Usefulness of information about the delay | 64% | |
| Level of crowding | 81% | |
| Reliability of the internet connection | 59% | |
| Availability of power sockets | 81% | |
| National Rail Passenger survey 2019 | ||
| Overall result: 89% |
|
|
| Sub-category | *Target | Result (2019) |
|
Trains Station Customer service Dealing with Delays |
80% 82% 81% 65%
|
74% 79% 79% 59%
|
*In addition to our overall NRPS result we have a number of sub-category targets agreed in conjunction with the Department for Transport. The results show how we are performing in relation to these targets.
Your comments and feedback
We’d love to hear your comments.
So if you think we really could do better, or you’ve had a great time travelling with us, visit our Get in touch page to leave your feedback.
You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.
Complaints
And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.
From top-to-bottom, we listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us.
The customer board
Senior managers from across the business meet regularly to hear what customers are saying about us, and consider how we can improve your experience.
They consider external measures such as our National Rail Passenger Survey.
And they hear what customers tell us directly. All feedback is channelled through the Customer Relations team, who give a report to the Board monthly.
Your feedback really does make a difference. These are the managers with the power to change things across our business.
So don't hold back. Give us your thoughts, ideas, experiences and praise and .
Performance Snapshot
See the latest figures on our customer performance.