Passenger satisfaction with complaints handling – Table 14.19
Passenger satisfaction (%) with train operators’ complaints handling
Great Britain
Annual data (financial Year): 2016-17
Question
Satisfied (%)
Neither satisfied or dissatisfied (%)
Dissatisfied (%)
Q1) Ignoring for the moment TOC's handling of the issue, how satisfied or dissatisfied were you with the outcome of your particular complaint?
29
12
59
Q2) Putting to one side the outcome of your complaint, we would like you to think about the process you went through. So overall, how satisfied or dissatisfied were you with the way your complaint was handled?
31
17
52
Q3) The ease with which you were able to make the complaint
54
18
28
Q4) The time taken to deal with your complaint
32
15
53
Q5) Your complaint was taken seriously
34
13
52
Q6) Your complaint was fully addressed by TOC
29
12
59
Q7) TOC seemed keen to reach an agreeable outcome
28
15
57
Q8) TOC was polite
61
20
19
Q9) TOC was helpful/ knowledgeable
31
23
46
Q10) Being kept informed appropriately about the progress of your complaint
25
22
53
Q11) The clarity of information provided by TOC about your complaint
29
20
51
Q12) TOC provided you with any information that they promised to send
35
28
37
Question
More negative about them (%)
No different (%)
More positive about them (%)
Q13) Did the way TOC handled your complaint change the way you feel about them? Do you now feel...
55
32
13
Source:
ORR survey of passengers' satisfaction with complaints handling.
 
Symbols:
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Notes:
1.     This survey data shows passenger satisfaction with train operators’ complaints handling. After a passenger makes a complaint to a train operator, they are invited to participate in a follow up survey by an independent research company, commissioned by ORR, about their experience of how the complaint was handled.
2.    The survey asks questions relating to the complaints process and resulting outcome. The complainant is asked to rank their satisfaction with each on a five point scale or, in some instances, to provide a qualitative response via an open text box. The response 'satisfied' refers to both satisfied and very satisfied, and 'dissatisfied' refers to both very dissatisfied and dissatisfied. The response ‘not applicable’ has been removed from the questions above.
3. There were 29,606 responses to the survey during 2016-17. Throughout the year more operators have joined the survey. At the start of the survey during period 1 (April 2016) 11 operators were part of the survey, by period 13 (March 2017) 17 operators were part of the survey.
4. The responses to the survey vary by each train operator, and do not necessarily reflect the volume of complaints closed by each train operator. Therefore, the national results shown here have been weighted by complaint volumes. Weighting helps to ensure the results from the survey are representative of complaints received by train operators.
5. This data allows ORR to monitor its licensees’ compliance with the Complaints Handling Procedures (CHP). It also improves the transparency around passengers’ experiences and allows ORR to monitor industry performance over time.
6. Data covers 1st April 2016 to 31 March 2017 (2016-17 Period 1 to 2016-17 Period 13).
 
 
 
 

Revisions:
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