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 89% of customers rating their experience of travelling with us as good/satisfied.

National Rail Passenger survey 2019
Overall result: 89%  


 Sub-category *Target   Result (2019)



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.

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 Services 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.