Passenger satisfaction (complaints handling)

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$(this).next('.dropdown-submenu').slideToggle(); }); </script> <main> <div class="page-container d-print-none"> <nav aria-label="breadcrumb"> <ol class="breadcrumb"> <li class="breadcrumb-item"> <a href="/"> Home </a> </li> <li class="breadcrumb-item"> Statistics </li> <li class="breadcrumb-item"> Passenger experience </li> <li class="breadcrumb-item active" aria-current="page"> Passenger satisfaction (complaints handling) </li> </ol> </nav> </div> <div class="page-container"> <div class="page-with-subnav"> <div class="subnav-container d-print-none"> <ul class="subnav"> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Compendia </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/compendia/rail-statistics-compendium/"> Rail statistics compendium </a> <a class="nav-link" href="/statistics/compendia/toc-key-statistics/"> TOC key statistics </a> <a class="nav-link" href="/statistics/compendia/foi-and-ad-hoc-data-requests/"> FOI and ad-hoc data requests </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Usage </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/usage/passenger-rail-usage/"> Passenger rail usage </a> <a class="nav-link" href="/statistics/usage/freight-rail-usage-and-performance/"> Freight rail usage and performance </a> <a class="nav-link" href="/statistics/usage/regional-rail-usage/"> Regional rail usage </a> <a class="nav-link" href="/statistics/usage/estimates-of-station-usage"> Estimates of station usage </a> </div> </li> <li class="nav-item dropdown active"> <a class="nav-link with-submenu"> Passenger experience </a> <div class="dropdown-submenu" > <a class="nav-link" href="/statistics/passenger-experience/delay-compensation-claims/"> Delay compensation claims </a> <a class="nav-link" href="/statistics/passenger-experience/passenger-rail-service-complaints/"> Passenger rail service complaints </a> <a class="nav-link active" href="/statistics/passenger-experience/passenger-satisfaction-complaints-handling/"> Passenger satisfaction (complaints handling) </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Passenger accessibility </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/passenger-accessibility/disabled-persons-railcards/"> Disabled Persons Railcards </a> <a class="nav-link" href="/statistics/passenger-accessibility/passenger-assistance/"> Passenger assistance </a> <a class="nav-link" href="/statistics/passenger-accessibility/passenger-lifts-at-stations/"> Passenger lifts at stations </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Performance </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/performance/passenger-rail-performance/"> Passenger rail performance </a> <a class="nav-link" href="/statistics/performance/p-coded-cancellations/"> P-coded cancellations </a> <a class="nav-link" href="/performance"> Performance at stations </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Finance </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/finance/rail-fares/"> Rail fares </a> <a class="nav-link" href="/statistics/finance/rail-industry-finance/"> Rail industry finance (UK) </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Health and safety </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/health-and-safety/rail-safety/"> Rail safety </a> <a class="nav-link" href="/statistics/health-and-safety/occupational-health/"> Occupational health </a> <a class="nav-link" href="/statistics/health-and-safety/common-safety-indicators/"> Common Safety Indicators </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> Infrastructure and environment </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/infrastructure-and-environment/rail-infrastructure-and-assets/"> Rail infrastructure and assets </a> <a class="nav-link" href="/statistics/infrastructure-and-environment/rail-environment/"> Rail environment </a> <a class="nav-link" href="/statistics/infrastructure-and-environment/asset-condition/"> Asset condition </a> </div> </li> <li class="nav-item dropdown"> <a class="nav-link with-submenu"> External links </a> <div class="dropdown-submenu" style=display:none> <a class="nav-link" href="/statistics/external-links/office-of-rail-and-road/"> Office of Rail and Road </a> <a class="nav-link" href="/statistics/external-links/other-rail-data/"> Other rail data </a> <a class="nav-link" href="/statistics/external-links/industry-groups-and-operators/"> Industry groups and operators </a> <a class="nav-link" href="/statistics/external-links/government/"> Government </a> </div> </li> </ul> <script type="text/javascript"> $('.nav-link.with-submenu').on('click', function (e) { $(this).next('.dropdown-submenu').slideToggle(); }); </script> </div> <div class="content-container"> <div class="page-container statistics"> <h1> Passenger satisfaction (complaints handling) </h1> <p>Annual statistics on how well train operating companies respond to complaints.聽</p> <p>For details on how these statistics are compiled, please see our <a href="/media/seio4uyj/passenger-rail-service-complaints-quality-report.pdf" title="Passenger Rail Service Complaints Quality Report">Passenger rail service complaints and delay compensation claims quality and methodology report</a> and for information on any revisions, please see our聽<a href="/footer/revisions-log/" title="Revisions log">Revisions log</a>.</p> <p>Our statistical practice is regulated by the Office for Statistics Regulation (OSR).</p> <p><span>If you have any questions or feedback on these statistics, please contact聽</span><a href="mailto:rail.stats@orr.gov.uk">rail.stats@orr.gov.uk</a></p> <p>聽</p> <div class="headline-content"> <div class="statistical-release"> <h2>Latest factsheet</h2> <div class="card"> <a href="/media/4nkhcrfv/passenger-satisfaction-complaints-handling-2023-24.pdf" target="_blank"> <img class="card-img-top" src="/media/4nkhcrfv/passenger-satisfaction-complaints-handling-2023-24.pdf?preview=true" alt="Passenger satisfaction with complaints handling, April 2023 to March 2024" width="210mm" height="297mm" /> </a> <div class="card-body"> <h5 class="card-title"> <a href="/media/4nkhcrfv/passenger-satisfaction-complaints-handling-2023-24.pdf" target="_blank"> Passenger satisfaction with complaints handling, April 2023 to March 2024 </a> </h5> <p class="card-text"> Date published: 08 Aug 2024 <br /> Date next published: TBC </p> </div> </div> </div> <div class="key-results"> <h2>Key results</h2> <ul> <li>Overall, 28% of respondents were satisfied with how the train operator handled their complaint in the latest year (1 April 2023 to 31 March 2024). This was up 0.5 percentage points (pp) compared with the previous year (not a statistically significant change). Satisfaction with the complaint outcome was 27%, which was down 0.7pp compared with the previous year (not a statistically significant change).</li> <li>In the latest year, London North Eastern Railway (43%) and Southeastern (43%) had the highest levels of satisfaction with overall complaint handling. West Midlands Trains (16%) and c2c (16%) had the lowest levels of satisfaction.</li> </ul> </div> </div> <div class="all-content"> <div class="statistical-releases"> <h3>Historical factsheets</h3> <ul> <li> <h5>2022-23</h5> <ul> <li> <a href="/media/owocdkvk/passenger-satisfaction-complaints-handling-2022-23.pdf" target="_blank"> Passenger satisfaction with complaints handling, April 2022 to March 2023 </a> </li> </ul> </li> <li> <h5>2021-22</h5> <ul> <li> <a href="/media/2072/passenger-satisfaction-factsheet-2021-22.pdf" target="_blank"> Passenger satisfaction with complaints handling, April 2021 to March 2022 </a> </li> </ul> </li> <li> <h5>2020-21</h5> <ul> <li> <a href="/media/1955/passenger-satisfaction-factsheet-2020-21.pdf" target="_blank"> Passenger satisfaction with complaints handling, April 2020 to March 2021 </a> </li> </ul> </li> <li> <h5>2019-20</h5> <ul> <li> <a href="/media/1756/passenger-satisfaction-complaints-handling-factsheet-2019-20-q4.pdf" target="_blank"> Passenger satisfaction with complaints handling, April 2019 to March 2020 </a> </li> </ul> </li> </ul> </div> <div class="reports"> <h3>Data tables</h3> <ul> <li> <h5>Annual</h5> <ul> <li> <a href="/statistics/passenger-experience/passenger-satisfaction-complaints-handling/table-4170-passenger-satisfaction-with-complaints-handling/"> Table 4170 - Passenger satisfaction with complaints handling </a> </li> <li> <a href="/statistics/passenger-experience/passenger-satisfaction-complaints-handling/table-4174-passenger-satisfaction-with-complaints-handling-by-operator/"> Table 4174 - Passenger satisfaction with complaints handling by operator </a> </li> </ul> </li> </ul> </div> </div> </div> </div> </div> </div> </main> <footer class="d-print-none"> <div class="categories-container"> <div class="categories"> <div class="category"> <h5>About this site</h5> <ul> <li> <a href="/about-this-site/privacy-notice-and-cookies"> Privacy notice and cookies </a> </li> <li> <a href="/about-this-site/accessibility-terms-and-conditions"> Accessibility terms and conditions </a> </li> <li> <a href="/about-this-site/sitemap"> Sitemap </a> </li> </ul> </div> <div class="category"> <h5>About ORR</h5> <ul> <li> <a href="/about-orr/freedom-of-information"> Freedom of information </a> </li> </ul> </div> <div class="category"> <h5>Other data</h5> <ul> <li> <a href="/other-data/orr-archived-data"> ORR archived data </a> </li> </ul> </div> <div class="category"> <h5>Contact</h5> <ul> <li> <a href="/contact/complaints-and-general-enquiries"> Complaints and general enquiries </a> </li> <li> <a href="/contact/media-enquiries"> Media enquiries </a> </li> </ul> </div> </div> </div> </footer> </body> </html>

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Passenger satisfaction (complaints handling) | ORR Data Portal