Travel & Tourism

Rail Delivery Group – Rail Customer Experience Survey

Learn how the UK’s largest rail passenger survey delivers unprecedented insight into traveller behaviour, satisfaction, and habits.

Background

The United Kingdom has the world’s oldest railway network, which today serves over 1.7 billion passenger journeys per year. Insight and understanding of passenger behaviour, satisfaction and habits are therefore crucial to the further development and management of the industry.
In this context, the country’s largest passenger survey to date was launched in July 2025. The survey will provide insights from up to 330,000 passengers annually, and data will be collected across all companies and providers in the country.
Silverlining Research has been hired by the British Rail Delivery Group to carry out the sampling of data collection and the subsequent weighting of data.

Method

Silverlining Research plays a dual role in the project, responsible for both sampling and weighting data.
Sampling is carried out using a tailor-made solution, with more than 500 unique fieldwork shifts per month being constructed with a view to representative data collection that takes into account differences in passenger trends and daily travel patterns.
After each monthly data collection, representativeness is ensured by corrective weighting of the data, taking into account gender, age, daily travel patterns and the size of the individual station. The weighting ensures the representativeness of the data, so that stakeholders and decision-makers in the industry have the right conditions for making data-driven decisions.