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User engagement


This page provides our users and stakeholders with information about:

  • our proposals about changes to our statistics;
  • changes in methodology prior to publication;
  • our consultations with the rail industry and other stakeholders.

We encourage feedback from users of our statistics at any time. We will actively seek feedback when we have proposals for changes, which we be clearly highlighted ton his this page. 

Read our Statement on user engagement.

Proposed changes

This section provides details on our proposed changes to our statistical publications. It outlines our proposals and asks for feedback from users of the statistics. The feedback received will inform our decisions about any potential changes and may influence our decisions.

  • We are proposing to discontinue the publication of the bi-annual data portal tables “Network Rail Outputs and Indicators Key Statistics” after the 2018-19 data are published on 4 July 2019. The tables were developed to monitor Network Rail’s regulated outputs and indicators in CP5 and supporting the commentary in the bi-annual NR Monitor. CP5 ended on 31 March 2019. ORR are monitoring Network Rail using scorecards and other means during CP6 and some of this data will be published on the data portal instead, e.g. Consistent Route Measure for Performance and Freight: CRM-P and FDM-R.
  • On 10 January 2019 in the “Passenger rail service complaints Q2 2018-19” statistical release we proposed changes to the publishing of data tables within this statistical release. We are proposing to publish the following tables on an annual basis rather than a quarterly basis from 2019-20 Q1:
    • Complaints by contact method and train operator – Table 14.6;
    • National Rail Enquiries (telephone enquiries received) – Table 14.13;
    • Praise rate by train operator - Table 14.17.

These tables will in future be published alongside the Q4 statistical release only, although the tables on the Data Portal will still provide a quarterly disaggregation.

  • ORR began collecting delay compensation data from train operators in April 2018 and published this information for the first time on 10 January 2019. A factsheet and data table shows the volumes of delay compensation claims dealt with by train operators, and the percentage of those claims which have been responded to within 20 working days. The data is now published every quarter on the ORR Data Portal. See ORR’s publication timetable for the future release dates.
  • Proposed changes to other statistical publications during 2019-20 to reflect new or changed data and reporting for CP 6 will be added to this page in the near future and be consulted on with Rail statistics management group (RSMG). In particular any changes relating to Network Rail reorganising into 5 regions.

If you have any comments or queries on these proposed changes, please contact rail.stats@orr.gov.uk.


Improving rail data

Given the majority of our data comes from administrative systems used for operational purposes with statistical use being a secondary purpose we are currently planning a work programme to better understand the quality of the data our suppliers provide. We will work with our data suppliers and use the Office for Statistics Regulation’s standard “Quality Assurance of Administrative Data (QAAD)” as a toolkit to assist us with our assessment.

We use independent reporters to assess the quality of data provided by Network Rail. The quality is graded on two aspects: system reliability and data accuracy. Reports on completed assessments are published on the ORR website.

A number of other reviews have previously been commissioned by us to ensure that our data are robust and align with stakeholder requirements. These reports are below:

Rail statistics management group

The Rail statistics management group (RSMG) is composed of the main industry participants where we discuss possible improvements to rail statistics and research in the rail industry.



We welcome feedback. Please send an email to rail.stats@orr.gov.uk with any comments or suggestions.