Was it a good journey?

Hi 👋 A few questions about your journey with [railway name]: the ticket, the train, the people and whether it ran on time. Under 2 minutes.

1. How was the train journey?

2. What were you travelling for?

Select one answer

  • Commuting to work or school
  • Business travel
  • A holiday or day out
  • Visiting family or friends

3. Did you get a seat?

Select one answer

  • Yes, the whole way
  • Only part of the way
  • No, I stood
  • I had a reservation

4. How was each part of the journey?

Select one answer in each row

  • Poor
  • OK
  • Great

Punctuality

  • Poor
  • OK
  • Great

Information on board

  • Poor
  • OK
  • Great

Comfort

  • Poor
  • OK
  • Great

Cleanliness

  • Poor
  • OK
  • Great

Staff

  • Poor
  • OK
  • Great

Value for money

  • Poor
  • OK
  • Great

5. How likely are you to recommend [railway name]?

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

Not at all likely

Extremely likely

6. What would you change?

500

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Survey Templates Customer Feedback

Train Journey Satisfaction

Who it's for

Rail operators and regional transport authorities. Run it on the busiest routes, all year.

Who answers

Passengers, on a phone, during the journey or just after. Six questions.

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What you'll see

  • Whether people got a seat, which is the thing timetable data cannot tell you
  • Each part of the journey rated separately: punctuality, cleanliness, information, staff
  • Commuters and occasional travellers split apart
  • What passengers would change, in their own words

How to get good answers

  • Ask about a seat. Minutes of delay are recorded; how many people stood for an hour is not.
  • Ask whether people were told what was happening during a delay. Passengers forgive a late train far more easily than silence.
  • Put a QR in the carriage and on the ticket. On a train people have time and a phone in their hand.
  • Read commuters separately. Someone who travels daily is describing their life, not a journey.

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