Consultation on potential changes to the National Rail Passenger Survey
The National Rail Passenger Survey (NRPS) is a well-established and well-respected tool used by the industry and government to monitor passenger satisfaction and how train companies perform on this key dimension.
The survey has been in existence for 15 years during which time it has evolved in line with changes in the industry, passenger behaviour and stakeholder expectations. It is no longer the survey that was initially conceived and following both technical and stakeholder reviews, we believe the time has come to update NRPS to better reflect today’s railway and the varied needs of both passengers and stakeholders.
Given the importance of NRPS to the rail industry – and to its passengers – any changes need careful consideration and management. There is general agreement that the survey needs ‘refreshing’ and in particular that the current questionnaire length represents a substantial burden on passengers who complete it – and on whose continuing co-operation we all rely.
Accordingly we are consulting with key industry stakeholders (and those who use the survey results) regarding the potential changes so as to inform our final decisions. Our proposals were unveiled at a consultation event on 16 July 2015.
There is now a period for consultation and feedback which is being collected via an online questionnaire. If you use the survey or are a key industry stakeholder we encourage you to provide your organisation’s feedback on our proposals. We shall take care to balance the needs of the varied users of NRPS and the imposition it makes on passengers to achieve what we intend to be a better survey for passengers and stakeholders in the future. We expect to publish the results of the consultation exercise in November.
Please go to http://www.transportfocus.org.uk/research/publications/nrps-consultation-proposal to find out about the proposed changes to the survey.
The summary of the consultation questions can be found at: http://www.transportfocus.org.uk/research/publications/nrps-consultation-question-summary-july-2015
The report on a technical review of the survey can be found at: http://www.transportfocus.org.uk/research/publications/technical-review
The stakeholder review report can be found at: http://www.transportfocus.org.uk/research/publications/nrps-stakeholder-review
The proposed changes to the questionnaire can be found at:http://www.transportfocus.org.uk/research/publications/nrps-proposed-questionnaire-changes
To provide feedback on behalf of your organisation please go to:
https://www.surveymonkey.com/r/NRPSconsultation
Please note the closing date for responses to the consultation is 25 September 2015.
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