The results of a new four-weekly survey of passengers which has replaced the National Passenger Survey have been published by the Rail Delivery Group.

The twice-yearly National Passenger Survey was launched in 1999 and ran until 2020, when work on it was halted by the Covid pandemic.

The replacement Rail Customer Experience Survey started in July, and gathers views from passengers over four week periods.

The RDG said that 88 per cent of journeys were rated as ‘very satisfied’ or ‘fairly satisfied’. Frequency gained 77 per cent approval, and punctuality 86 per cent.

The survey also captures various measures which include the quality and timeliness of information, what stations are like to use and how staff who speak to passengers did their jobs. The data will be updated every four-week rail period (four weeks), so that managers have an almost continuous flow of information making it easier to make decisions and plan in the longer term.

RDG executive chair and CEO Jacqueline Starr said: ‘We’re grateful to the thousands of customers who have already taken part in this survey, giving us a clear and consistent picture of what matters most to them. The first results show that overall customer satisfaction is high, highlighting we're on the right track. They also point to areas where customers want to see improvement, helping us focus on the changes that will make the biggest difference.

‘As we move towards the creation of Great British Railways, this survey makes sure that customer priorities are embedded across the network, so improvements are shared widely, shaping a rail network which meets the needs of passengers today and in the future.’

Rail minister Lord Hendy said: ‘It’s heartening to see most passengers surveyed were satisfied with the railway, but we know there’s room for improvement. That’s why we’re creating Great British Railways, so we can build a railway passengers can rely on and be proud of.’

Transport Focus director Natasha Grice added: ‘Through listening to more than ten thousand passengers every month, we have a real opportunity to make sure their views are at the heart of decision making when it comes to running the railway. This remains critical both now and, in the future, as we transition to Great British Railways.

‘It’s important that the whole industry works together to use these results to drive improvements on the things that matter most to passengers including, being accessible, reliable, and responsive when things go wrong.’

Data are available to view online on the Rail Data Marketplace, while Transport Focus will report on the first set of six-month data in its official statistics report in May 2026.

 What do you think? Click here to let us know.