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): 2016-17
Quarterly data 2015-16 Quarter 1 to 2017-18 Quarter 1
  
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
 
2015-16
2016-17
Franchised
Arriva Trains Wales
2.6
4.9
3.4
3.5
4.5
5.4
1.9
0.8
5.2
 
3.6
3.1
c2c
0.3
0.4
0.3
0.3
0.4
0.2
0.2
0.4
0.3
 
0.3
0.3
Caledonian Sleeper
:
:
:
:
:
:
:
51.6
59.2
 
:
:
Chiltern Railways
2.1
1.2
2.0
1.6
1.4
1.6
1.8
1.5
1.5
 
1.7
1.6
CrossCountry
3.5
3.1
3.3
3.7
4.8
2.5
2.3
3.2
3.0
 
3.4
3.2
East Midlands Trains
5.1
4.1
3.3
4.2
4.0
4.5
1.9
2.7
4.1
 
4.2
3.3
Govia Thameslink Railway¹
0.6
0.5
0.2
0.1
0.2
0.3
0.4
0.4
0.4
 
0.3
0.3
Great Western Railway
3.9
5.8
4.8
4.8
4.4
1.8
1.1
1.6
3.5
 
4.8
2.2
Greater Anglia²
0.8
2.3
2.2
1.4
1.7
1.7
1.4
1.2
1.4
 
1.6
1.5
London Midland
0.8
1.1
0.7
0.9
1.0
1.0
0.8
0.8
1.0
 
0.9
0.9
London Overground²
0.2
0.2
0.2
0.1
0.2
0.2
0.1
0.1
0.1
 
0.2
0.1
Merseyrail
1.1
0.9
0.9
0.8
0.8
1.0
0.9
1.3
0.8
 
0.9
1.0
Northern³
1.3
1.7
1.5
1.2
0.9
0.8
0.7
1.0
0.6
 
1.4
0.8
ScotRail (r)
1.4
1.5
1.5
1.5
1.6
1.6
1.2
1.4
1.9
 
1.5
1.5
South West Trains
0.8
0.8
0.8
0.6
0.8
0.8
0.7
0.8
1.0
 
0.8
0.8
Southeastern
0.7
0.6
0.5
0.4
0.9
0.6
0.9
0.9
1.5
 
0.6
0.8
TfL Rail²
0.0
0.0
0.0
0.0
0.2
0.2
0.1
0.1
0.3
 
:
0.1
TransPennine Express³
6.5
6.7
7.0
7.9
6.6
2.6
1.9
3.6
3.0
 
7.0
3.7
Virgin Trains East Coast
25.5
27.8
26.5
26.5
30.5
10.4
6.9
16.4
12.0
 
26.6
16.0
Virgin Trains West Coast
19.9
18.3
14.4
13.8
13.5
12.1
9.3
6.8
9.3
 
16.5
10.4
Non-Franchised
Grand Central
8.2
6.3
4.2
5.2
8.6
7.6
7.5
15.4
12.2
 
6.0
9.7
Heathrow Express
:
:
:
:
:
:
:
:
:
 
:
:
Hull Trains
23.9
34.8
38.7
33.6
28.7
43.2
29.8
19.5
21.1
 
32.9
30.1
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
Notes:
1.     Govia Thameslink Railway was a new franchise established on 26th July 2015. It was formed by the merger of the previous franchises of Southern and GTR (previously First Capital Connect). A small number of services and stations were also transferred from the Southeastern franchise on 21 December 2014. Prior to 2015-16 data for Southern and GTR/FCC are presented separately due to different reporting practices. For 2015-16 Q1 onwards the new franchise is presented in its entirety (Southern, Thameslink, Great Northern and Gatwick Express).
2.     On 31 May 2015 a number of services transferred from Greater Anglia to create a new franchise known `as TfL Rail (this is the precursor to Crossrail). At the same time, a number of Greater Anglia services were transferred to London Overground. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.
3. On 1st April 2016, services between Manchester Airport and Blackpool North/Barrow in Furness and between Oxenholme and Windermere transferred from TransPennine Express to Northern. Therefore 2016-17 are not directly comparable with previous years.
For 2016-17 ORR has worked with train operators to improve the consistency and quality of data collection, which has led to changes in methodology for reporting of complaints statistics.
 
Praise related communications are now included separately and are presented as a rate per 100,000 journeys. From 2016-17 Q1, they are excluded from the other complaint category statistics in table 14.3 and 14.5. For further information please see Annex 3 of the statistical release and 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: