The Department will consider the results of the mystery shopping as part of its response to the ORR’s report into the Which? super-complaint in the summer of 2016.
I also understand the ORR has followed up the results of the mystery shopping exercise with each Train Operating Company. It intends to assess the level of improvement by carrying out a further survey in due course, as set out in its March 2016 report. The ORR will publish the mystery shopper results alongside its first annual report on consumers, titled ‘Measuring Up’, shortly.