Your opinion matters
We regularly ask our passengers and members of the public about
a variety of issues to ensure we can respond to the needs of our
Victims of crime
We ask victims of crime about their levels of satisfaction at
every stage of their contact with us. The results of these surveys
are measured to ensure we are meeting our Quality of Service
commitment, and are complying with the Victims’ Code of Practice.
We listen to all feedback from victims of crime, and if necessary,
we change our practices to ensure victims get the highest quality
of service from us.
National Passenger Survey
We have a section about security on the railway within the
National Passenger Survey conducted by Passenger Focus.
Crime Survey for England and Wales
We also react to results from the Crime Survey for England and
Wales, one of the largest social research surveys conducted in
England and Wales and includes a count of peoples’ experiences of
Information received from both the National Passenger Survey and
the Crime Survey for England and Wales help us to better understand
and analyse fear of crime on the railways, and, in particular, the
types of crime that are most worrying to passengers. The results
allow us to target our resources to the most relevant issues.
Neighbourhood Policing Team (NPT) surveys
Our NPTs occasionally ask passengers to give their opinions in
response to issues raised at community meetings. These can include
questions on perceptions of passenger safety and which types of
crime they would like us to particularly focus our resources on.
These surveys allow our officers to understand what issues are
affecting passengers and the local community and act to improve
safety and the perception of safety.
Quality of service questionnaire
Our Professional Standards Department sends out short
questionnaires to monitor levels of satisfaction in those who have
made a complaint about the force, or one of our officers.
These questionnaires are sent out to all members of the public
and officers at the conclusion of the case. The questionnaire
remains anonymous, however the results and comments will be
recorded. Any issues raised in the questionnaires will help us to
respond to complaints more effectively.