The National Passenger Survey (NPS) produced by Passenger Focus provides a network-wide picture of customers' satisfaction with rail travel. Passengers' opinions are collected twice a year from a representative sample of passenger journeys. Passengers' overall satisfaction and satisfaction with 30 specific aspects of service can be compared over time.
Stagecoach South West Trains Limited has to deliver a specified level of train services under terms set out in its franchise agreement. Every four weeks, Department for Transport officials review train operator performance against the obligations contained in the franchise including cancellations, delays and the level of capacity provided. The most recent assessment covered the period