Dear Subscriber,
Welcome to the October edition of the National Rail Trends (NRT) Portal newsletter.
We would like to thank you for your patience during the disruption over the weekend of 21 September 2012 while we carried out migration and we hope that you’ve noticed a marked difference in how quickly the reports you access on the NRT Portal are processed.
ORR web feedback
Our web team are currently working on improving the ORR website and we would appreciate your help with this.
All you need to do is fill out the card sorting exercise (a way of reorganising the content on the ORR website; see link below), and it will help us fix any complaints you may have about its navigation and usability. Just drag each ‘card’ on the left column into one of the six existing groups/sub-groups on the right. Think how they logically fit together and arrange them accordingly, renaming groups before you submit if needed.
The closing date for this exercise is Friday 9 November and it’ll take about 20 minutes to complete.  http://www.simplecardsort.com/sort.php?s=S2Q6R1E2&p=242   Thank you.
Key trends this month

  • Appeals opened by Passenger Focus or London TravelWatch: There were 1,206 appeals during 2012-13 Q1, this is the highest recorded since the table began in 2009-10 Q4 and 47.4% higher than the same quarter last year. East Coast had the highest number of appeals of all companies, with 234, this is 55.0% higher than the same quarter last year. Grand Central had 30 appeals during 2012-13 Q1, this is a steep rise from the same quarter last year where there were 5 appeals against them.
  • Complaint comments received by Passenger Focus or London TravelWatch:In 2012-13 Q1, 44.0% of complaint comments received by Passenger Focus or London TravelWatch were regarding fares, retailing and refund, and 14.9% were regarding train service performance.
  • Complaints: There were 32 complaints per 100,000 train journeys in 2012-13 Q1, this is the lowest number of complaints per 100,000 journeys ever recorded. The moving annual average (MAA) stands at 36 complaints per 100,000 journeys, this is the lowest MAA recorded since the time series began.
  • National Rail Enquiries Services:   There were 69.4 million enquiries made to NRES during 2012-13 Q1, a 2.1% decrease on the previous quarter but 10.9% increase on 2011-12 Q1. This is the third highest number of enquiries made in a quarter and the highest quarter 1 figure since the time series began. The number of enquiries made using mobile devices and continues to rise. There were 16.1 million enquires made through mobiles in 2012-13 Q1, a 6.1% increase compared to the previous quarter.
  • Annual Return pre created reports:we have added reports on station and light maintenance depot stewardship measures.
  • Sustainable Development: Passenger train CO2 emissions per passenger kilometre in 2011-12 were 48.8 grams. Freight train CO2 emissions per net tonne kilometre in 2011-12 were 27.1 grams.    
  • Timetabled Train Kilometres:The total number of timetabled train kilometres has increased by 1.0% compared to 2011-12 Q2. Compared to the same quarter in 2011-12, the largest increase in timetabled train kilometres was for Chiltern (6.0%) and London Overground (4.8%) which have both had new timetables with an increased number of services implemented since May 2011. The number of train timetabled kilometres for the non-franchised operators (First Hull Trains, Grand Central and Heathrow Express) has remained fairly static since the closure of Wrexham & Shropshire in January 2011.

Current and future reports


  • Use of NRT data– We are committed to continually improve the information we provide and welcome your views on what you use National Rail Trends data for.  This feeds directly into the presentation of data and our process for improving the quality of notes we provide with each dataset, table or chart and also helps to ensure that we are complying with the UKSA code of practice. Please click on the following link to complete a short survey.  It’ll only take a few minutes: http://www.surveymonkey.com/s/useofNRT
  • Your feedback is useful to us. Please feel free to drop us a line at:  dataportal@orr.gsi.gov.uk.

Best regards,
Folusho Amusan
Senior Business Intelligence Executive
Office of Rail Regulation
One Kemble Street
London WC2B 4AN