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National Rail Passenger Survey results

Want to see how our service measures up? See how we did in National Rail’s most recent passenger survey.

Twice a year, Transport Focus conducts an independent National Rail Passenger Survey (NRPS).

The survey asks passengers about their experience with our station and train facilities. The results are an important part of our Passenger Experience Metric and help us make decisions on what parts of our service to improve next.

Results

Spring 2017

Our NRPS results for Spring 2017 for Southern are below:

Indicators Score %
How well train company deals with delays 28
How request to station staff was handled 85 
The attitudes and helpfulness of the staff (Station) 69
Usefulness of Information Provided during Delay 33
The availability of staff (Station) 60
Provision of information about train times/platforms 76
Cleanliness (Station) 72
Ticket buying facilities 72
Facilities for car parking 41
The upkeep/repair of the station buildings/platforms 65
The facilities and services (Station) N/A
Your personal security whilst using that station 69
The provision of shelter facilities 68 
Overall environment (Station) 67
Availability of seating (Station) 46
The cleanliness of the inside (Train) 67
Level of crowding (Sufficient room for all passengers to sit/stand) 67
The provision of information during the journey 70
Upkeep and repair of the train 66
Your personal security onboard 68
The cleanliness of the outside (Train) 65
The space for luggage (Train) 46
Punctuality/reliability (i.e. the train arriving/departing on time) 57

 

Autumn 2016

Our NRPS results for Autumn 2016 for Southern are below:

Indicators Score %
Overall satisfaction with your journey 65
STATION FACILITIES 
Overall satisfaction with the station 74
Ticket buying facilities 70
Provision of information about train times/platforms 73
The upkeep/repair of the station buildings/platforms 69
Cleanliness 75
The facilities and services 58
The attitudes and helpfulness of the staff 70
Connections with other forms of public transport 73
Facilities for car parking 45
Overall environment 67
Your personal security whilst using the station 68
The availability of staff 53
The provision of shelter facilities 67
Availability of seating 38
How request to station staff was handled 77
The choice of shops/eating/drinking facilities available 44
TRAIN FACILITIES 
Overall satisfaction with the train 70
The frequency of the trains on that route 56
Punctuality/reliability (i.e. the train arriving/departing on time) 44
The length of time the journey was scheduled to take (speed) 68
Connections with other train services 61
The value for money of the price of your ticket 38
Upkeep and repair of the train 71
The provision of information during the journey 68
The helpfulness and attitude of staff on train 52
The space for luggage 45
The toilet facilities 40
Sufficient room for all passengers to sit/stand 62
The comfort of the seating area 68
The ease of being able to get on and off 76
Your personal security on board 74
The cleanliness of the inside 72
The cleanliness of the outside 71
The availability of staff 31
How well train company deals with delays 23

Spring 2016

Our NRPS results for Spring 2016 for Southern are below:

Indicators Score %
How well train company deals with delays 25
How request to station staff was handled 77
The attitudes and helpfulness of the staff (Station) 64
Usefulness of Information Provided during Delay 34
The availability of staff (Station) 54
Provision of information about train times/platforms 73
Cleanliness (Station) 68
Ticket buying facilities 63
Facilities for car parking 37
The upkeep/repair of the station buildings/platforms 59
The facilities and services (Station) 51
Your personal security whilst using that station 65
The provision of shelter facilities 59
Overall environment (Station) 59
Availability of seating (Station) 34
The cleanliness of the inside (Train) 70
Level of crowding (Sufficient room for all passengers to sit/stand) 57
The provision of information during the journey 68
Upkeep and repair of the train 69
Your personal security onboard 71
The cleanliness of the outside (Train) 66
The space for luggage (Train) 40
Punctuality/reliability (i.e. the train arriving/departing on time) 53

 

Autumn 2015

Our NRPS results for Autumn 2015 for Southern Railway are below:

Indicators Score %
Overall satisfaction with your journey 78
STATION FACILITIES 
Overall satisfaction with the station 74
Ticket buying facilities 67
Provision of information about train times/platforms 77
The upkeep/repair of the station buildings/platforms 66
Cleanliness 73
The facilities and services 53
The attitudes and helpfulness of the staff 68
Connections with other forms of public transport 75
Facilities for car parking 45
Overall environment 64
Your personal security whilst using the station 67
The availability of staff 58
The provision of shelter facilities 66
Availability of seating 37
How request to station staff was handled 83
The choice of shops/eating/drinking facilities available 45
TRAIN FACILITIES 
Overall satisfaction with the train 80
The frequency of the trains on that route 71
Punctuality/reliability (i.e. the train arriving/departing on time) 65
The length of time the journey was scheduled to take (speed) 76
Connections with other train services 70
The value for money of the price of your ticket 41
Upkeep and repair of the train 75
The provision of information during the journey 73
The helpfulness and attitude of staff on train 55
The space for luggage 42
The toilet facilities 41
Sufficient room for all passengers to sit/stand 59
The comfort of the seating area 69
The ease of being able to get on and off 76
Your personal security on board 75
The cleanliness of the inside 75
The cleanliness of the outside 77
The availability of staff 35
How well train company deals with delays 31
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