National Rail Enquiry telephone service - Table 14.13
Telephone enquiries received (million calls and percentage of calls)
Great Britain
Annual data (financial year): 1998-99 to 2016-17
Quarterly data (financial year): 1997-98 Quarter 2 to 2017-18 Quarter 1
Financial year
Total inbound calls (millions)
Percentage answered
Percentage engaged
Percentage abandoned
1998-99
61.7
88.3
1.9
9.8
1999-00
65.5
92.2
1.3
6.5
2000-01
81.3
88.4
3.2
8.4
2001-02
62.7
94.1
0.3
5.6
2002-03
61.9
94.8
0.3
4.9
2003-04
52.5
94.1
0.1
5.8
2004-05
48.3
94.2
0.1
5.7
2005-06
35.3
95.0
0.4
4.6
2006-07
26.6
94.5
0.2
5.3
2007-08
21.3
94.7
0.0
5.2
2008-09
16.1
94.4
1.2
4.4
2009-10
12.3
94.8
0.0
5.2
2010-11
8.7
93.7
0.0
6.3
2011-12
5.8
95.8
0.0
4.2
2012-13
4.6
94.9
0.0
5.1
2013-14
3.8
94.2
0.0
5.8
2014-15
3.3
97.0
0.0
3.0
2015-16
3.1
96.9
0.0
3.1
2016-17
2.9
97.0
0.0
3.0
Financial quarter
Total inbound calls (millions)
Percentage answered
Percentage engaged
Percentage abandoned
1997-98 Quarter 2
15.9
79.3
7.9
12.7
1997-98 Quarter 3
13.8
92.5
1.4
6.1
1997-98 Quarter 4
12.3
91.6
2.1
6.3
1998-99 Quarter 1
15.1
86.7
2.7
10.6
1998-99 Quarter 2
16.4
84.8
0.8
14.4
1998-99 Quarter 3
15.9
89.2
1.0
9.8
1998-99 Quarter 4
14.3
93.1
3.3
3.6
1999-00 Quarter 1
15.8
91.2
3.7
5.1
1999-00 Quarter 2
17.1
91.1
0.7
8.2
1999-00 Quarter 3
17.4
91.7
0.9
7.4
1999-00 Quarter 4
15.2
95.0
0.1
4.9
2000-01 Quarter 1
16.6
93.5
0.3
6.2
2000-01 Quarter 2
22.8
86.1
6.6
7.3
2000-01 Quarter 3
26.7
83.8
3.7
12.5
2000-01 Quarter 4
15.2
94.4
0.3
5.2
2001-02 Quarter 1
15.8
94.3
0.3
5.4

2001-02 Quarter 2
16.1
93.7
0.4
5.9
2001-02 Quarter 3
15.6
93.6
0.2
6.3
2001-02 Quarter 4
15.2
94.7
0.3
5.0
2002-03 Quarter 1
15.3
95.0
0.3
4.7
2002-03 Quarter 2
16.5
94.4
0.6
5.0
2002-03 Quarter 3
15.8
94.4
0.1
5.5
2002-03 Quarter 4
14.3
95.5
0.0
4.5
2003-04 Quarter 1
14.2
94.8
0.0
5.2
2003-04 Quarter 2
13.9
94.4
0.1
5.5
2003-04 Quarter 3
12.4
93.4
0.0
6.6
2003-04 Quarter 4
12.1
93.7
0.1
6.2
2004-05 Quarter 1
12.6
92.0
0.1
7.8
2004-05 Quarter 2
12.8
94.9
0.1
5.0
2004-05 Quarter 3
12.4
94.1
0.0
5.9
2004-05 Quarter 4
10.5
96.3
0.0
3.7
2005-06 Quarter 1
10.0
96.2
0.0
3.7
2005-06 Quarter 2
9.5
95.0
0.8
4.2
2005-06 Quarter 3
8.7
94.6
0.3
5.0
2005-06 Quarter 4
7.2
93.8
0.4
5.8
2006-07 Quarter 1
7.4
95.1
0.0
4.9
2006-07 Quarter 2
7.4
92.6
0.2
7.1
2006-07 Quarter 3
6.0
96.2
0.0
3.8
2006-07 Quarter 4
5.7
94.2
0.8
5.1
2007-08 Quarter 1
5.7
93.0
0.0
7.0
2007-08 Quarter 2
5.7
93.9
0.1
6.0
2007-08 Quarter 3
5.2
96.5
0.0
3.5
2007-08 Quarter 4
4.6
96.0
0.0
4.0
2008-09 Quarter 1
4.4
96.5
0.0
3.5
2008-09 Quarter 2
4.2
96.0
0.0
4.0
2008-09 Quarter 3
3.6
96.8
0.0
3.2
2008-09 Quarter 4
3.8
87.8
5.2
7.0
2009-10 Quarter 1
3.1
96.9
0.0
3.1
2009-10 Quarter 2
3.2
96.1
0.0
3.9
2009-10 Quarter 3
3.0
94.4
0.0
5.6
2009-10 Quarter 4
2.9
91.7
0.0
8.3
2010-11 Quarter 1
2.4
95.7
0.0
4.3
2010-11 Quarter 2
2.2
96.3
0.0
3.7
2010-11 Quarter 3
2.5
88.1
0.0
11.9
2010-11 Quarter 4
1.6
96.0
0.0
4.0
2011-12 Quarter 1
1.7
95.3
0.0
4.7
2011-12 Quarter 2
1.6
95.4
0.0
4.6
2011-12 Quarter 3
1.4
96.5
0.0
3.5
2011-12 Quarter 4
1.2
96.1
0.0
3.9
2012-13 Quarter 1
1.2
95.0
0.0
5.0
2012-13 Quarter 2
1.2
95.6
0.0
4.4
2012-13 Quarter 3
1.1
95.0
0.0
5.0

2012-13 Quarter 4
1.0
93.6
0.0
6.4
2013-14 Quarter 1
1.0
94.1
0.0
5.9
2013-14 Quarter 2
1.0
96.4
0.0
3.6
2013-14 Quarter 3
1.0
91.1
0.0
8.9
2013-14 Quarter 4
0.9
95.4
0.0
4.6
2014-15 Quarter 1
0.9
97.0
0.0
3.0
2014-15 Quarter 2
0.9
96.3
0.0
3.7
2014-15 Quarter 3
0.8
97.0
0.0
3.0
2014-15 Quarter 4
0.7
98.0
0.0
2.0
2015-16 Quarter 1
0.8
97.1
0.0
2.9
2015-16 Quarter 2
0.9
95.2
0.0
4.8
2015-16 Quarter 3
0.7
97.2
0.0
2.8
2015-16 Quarter 4
0.7
98.6
0.0
1.4
2016-17 Quarter 1
0.7
96.7
0.0
3.3
2016-17 Quarter 2
0.8
95.9
0.0
4.1
2016-17 Quarter 3
0.7
98.1
0.0
1.9
2016-17 Quarter 4
0.6
97.4
0.0
2.6
2017-18 Quarter 1 (p)
0.6
98.6
0.0
1.4
Source:
National Rail Enquiries
 
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Notes:
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: