What Matters to Rail Passengers in Great Britain

This major national study explores the priorities of rail passengers across Great Britain based on a large-scale survey of over 15,000 users and non-users. It identifies the most important factors influencing satisfaction, revealing that punctuality, reliability, and avoiding cancellations dominate passenger priorities. Value for money, defined as a combination of cost, reliability, and service quality, also emerges as a key concern. The research highlights the importance of accurate and timely information, particularly during disruption, and identifies personal safety and security as critical priorities, especially among women and disabled passengers. While accessibility is not always treated as a standalone category, it is shown to be embedded within core service expectations, particularly in relation to lift availability and passenger assistance. The findings emphasise that delivering a reliable, predictable service is essential to maintain trust and encourage modal shift. The report is designed to inform long-term railway planning, including the development of Great British Railways.