Praise rate by train operating company - Table 14.17
 
Number of praise comments per 100,000 passenger journeys by train operating company
Great Britain
Annual data (financial year): 2015-16 to 2017-18
Quarterly data 2015-16 Quarter 1 to 2018-19 Quarter 2 (p) - data for the current year are provisional
  
Quarter
 
Annual
Franchised type
Train operating company name
2015-16 Quarter 1
2015-16 Quarter 2
2015-16 Quarter 3
2015-16 Quarter 4
2016-17 Quarter 1
2016-17 Quarter 2
2016-17 Quarter 3
2016-17 Quarter 4
2017-18 Quarter 1
2017-18 Quarter 2
2017-18 Quarter 3
2017-18 Quarter 4
2018-19 Quarter 1
2018-19 Quarter 2
 
2015-16
2016-17
2017-18
Franchised
Arriva Trains Wales
2.6
4.9
3.4
3.5
4.5
5.4
1.9
0.8
5.2
2.5
1.8
3.5
5.1
5.2
 
3.6
3.1
3.2
c2c
0.3
0.4
0.3
0.3
0.4
0.2
0.2
0.4
0.3
0.3
0.2
0.4
0.3
0.2
 
0.3
0.3
0.3
Caledonian Sleeper
:
:
:
:
:
:
:
51.6
59.2
63.1
70.2
55.7
58.1
58.9
 
:
:
61.9
Chiltern Railways
2.1
1.2
2.0
1.6
1.4
1.6
1.8
1.5
1.5
0.8
1.1
0.6
1.1
1.8
 
1.7
1.6
1.0
CrossCountry
3.5
3.1
3.3
3.7
4.8
2.5
2.3
3.2
3.0
3.2
3.3
3.0
3.0
3.6
 
3.4
3.2
3.1
East Midlands Trains
5.1
4.1
3.3
4.2
4.0
4.5
1.9
2.7
4.1
3.8
2.8
3.8
2.7
3.2
 
4.2
3.3
3.6
Govia Thameslink Railway
0.6
0.5
0.2
0.1
0.2
0.3
0.4
0.4
0.4
0.5
0.5
0.6
0.6
0.6
 
0.3
0.3
0.5
Great Western Railway
3.9
5.8
4.8
4.8
4.4
1.8
1.1
1.6
3.5
3.6
3.7
3.8
3.6
4.5
 
4.8
2.2
3.7
Greater Anglia
0.8
2.3
2.2
1.4
1.7
1.7
1.4
1.2
1.4
1.5
1.3
1.2
1.4
1.5
 
1.6
1.5
1.3
London North Eastern Railway
25.5
27.8
26.5
26.5
30.5
10.4
6.9
16.4
12.0
10.3
17.2
9.7
10.7
12.5
 
26.6
16.0
12.3
London Overground
0.2
0.2
0.2
0.1
0.2
0.2
0.1
0.1
0.1
0.1
0.1
0.1
0.1
0.1
 
0.2
0.1
0.1
Merseyrail
1.1
0.9
0.9
0.8
0.8
1.0
0.9
1.3
0.8
1.0
0.8
0.6
0.6
1.1
 
0.9
1.0
0.8
Northern
1.3
1.7
1.5
1.2
0.9
0.8
0.7
1.0
0.6
0.9
0.4
0.1
0.3
0.6
 
1.4
0.8
0.5
ScotRail
1.4
1.5
1.5
1.5
1.6
1.6
1.2
1.4
1.9
1.6
1.0
1.4
1.5
1.0
 
1.5
1.5
1.5
South Western Railway
0.8
0.8
0.8
0.6
0.8
0.8
0.7
0.8
1.0
0.9
1.0
0.8
0.8
0.7
 
0.8
0.8
0.9
Southeastern
0.7
0.6
0.5
0.4
0.9
0.6
0.9
0.9
1.6
1.4
1.2
1.2
1.5
1.5
 
0.6
0.8
1.4
TfL Rail
:
:
:
:
0.2
0.2
0.1
0.1
0.3
0.2
0.1
0.2
0.2
0.2
 
:
0.1
0.2
TransPennine Express
6.5
6.7
7.0
7.9
6.6
2.6
1.9
3.6
3.0
4.1
3.5
3.9
3.6
3.7
 
7.0
3.7
3.6
Virgin Trains West Coast
19.9
18.3
14.4
13.8
13.5
12.1
9.3
6.8
9.3
3.8
11.4
0.8
12.5
11.3
 
16.5
10.4
6.3
West Midlands Trains
0.8
1.1
0.7
0.9
1.0
1.0
0.8
0.8
1.0
1.0
0.9
0.7
0.6
0.8
 
0.9
0.9
0.9
Non-Franchised ¹
Grand Central
8.2
6.3
4.2
5.2
8.6
7.6
7.5
15.4
12.2
11.1
6.4
8.4
6.2
2.1
 
6.0
9.7
9.6
Heathrow Express ¹
:
:
:
:
:
:
:
:
:
:
:
:
:
:
 
:
:
:
Hull Trains
23.9
34.8
38.7
33.6
28.7
43.2
29.8
19.5
21.1
19.4
25.8
14.7
24.2
16.7
 
32.9
30.1
20.3
Source:
Train Operating Companies (TOCs) and LENNON ticket and revenue database
 
Symbols:
(:)           Data not available or Operator not in service
(r)          Data revised
(p)          Data are provisional. Data are marked as provisional due to the potential for minor revisions in either complaint numbers or passenger journey numbers, particularly for more recent data.
Notes:
 
1. Heathrow Express do not provide praise data, so no praise rate is shown.
2. Praise related communications are presented as a rate per 100,000 journeys. Prior to 2016-17 Q1, praise communications were included as a percentage of overall complaints in table 14.3 and 14.5. For further information please consult the quality report.
More details on methodology can be found in the quality report relating to this dataset:
 
This dataset is used in the passenger rail service complaints. To view or download the statistical release:

Revisions:
For the latest information on data revisions, please see the revisions log: