RAIL passengers have revealed what’s working and what isn’t.
According to the new Rail Customer Experience Survey—Britain’s largest ever, gathering feedback from over 100,000 travellers between October 2025 and March 2026—87 per cent of passengers reported being satisfied with their journeys.
Rail passengers have delivered a broadly positive verdict on Britain’s trains, with 87 per cent of more than 100,000 respondents satisfied with their journey in the first six months of the new Rail Customer Experience Survey.
The study, running continuously since October 2025, is the biggest rail satisfaction exercise in British history and will feed directly into the development of Great British Railways and day‑to‑day operator decision‑making.
Hull Trains tops the national table with 94 per cent overall satisfaction, just ahead of LNER on 93 per cent, underlining strong passenger approval for long‑distance East Coast operators.
Grand Central and Northern both sit on 87 per cent, in a crowded midfield alongside several other major brands, indicating solid but less standout performance than the national leaders.
CrossCountry is the lowest‑rated operator on 79 per cent and is under pressure from watchdog Transport Focus to improve punctuality, handling of disruption and overcrowding.
The survey highlights value for money and disruption management as key pressure points, with only 59 per cent of passengers nationally feeling their ticket is good value and just under half of commuters satisfied.
However, when delays are handled well, more than nine in ten passengers still report a positive experience, a statistic Transport Focus says should drive a more passenger‑focused culture across the network.
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