How was it for you?

The independent view of how customers rate our performance. 

National Rail Passenger Survey

As well as measuring our performance via passenger feedback, the National Rail Passenger Survey (NRPS) provides further insights into how we’re doing.

You can visit to view the full report.

LNER results from the NRPS

Our latest results from the National Rail Passenger Survey show that we’re on the right track with 87% of customers rating their experience of travelling with us as good/satisfied.

We’re really grateful for this feedback (especially as it puts us above average for the long-distance sector). Looking at our wider results, satisfaction with our stations has slightly increased with a score of 91%, whilst our trains come in at 85%.


National Rail Passenger survey (Autumn 2018)
Overall result: 87%  


 Sub-category *Target   Result 



Customer service

Dealing with Delays









*In addition to our overall NRPS result we have a number of sub-category targets agreed in conjunction with the Department for Transport. The results show how we are performing in relation to these targets.

LNER On Track customer report

To find out what we’re up to, and the improvements we’re making you can download a pdf copy of LNER On Track, our new customer report, or pick up a copy at one of the LNER stations.

Download a copy of LNER On Track

Your comments and feedback

We’d love to hear your comments.

So if you think we really could do better, or you’ve had a great time travelling with us, email our Customer Solutions Team directly on

You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.


And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.

Download our Customer Complaints Handling Procedure

From top-to-bottom, we listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us. 

The customer board

Senior managers from across the business meet regularly to hear what customers are saying about us, and consider how we can improve your experience.

They consider external measures such as our National Rail Passenger Survey.

And they hear what customers tell us directly. All feedback is channelled through the Customer Relations team, who give a report to the Board monthly.

Your feedback really does make a difference. These are the managers with the power to change things across our business.

So don't hold back. Give us your thoughts, ideas, experiences and praise and .

Performance Snapshot

See the latest figures on our customer performance.