The National Rail Passenger Survey consults more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) - a network-wide picture of passengers' satisfaction with rail travel. This survey measures Passengers' overall satisfaction and satisfaction with 30 specific aspects of service can, therefore, be compared over time.
The new approach to rail franchising - as launched by the Secretary of State in March 2013 - is designed to see the interests of passengers strengthened. Since the new programme was launched, passenger satisfaction requirements (based upon the NRPS) have been included in franchises. And when evaluating bids for franchises, credit is given for non-financial factors, which includes initiatives to improve the quality of service to passengers.