1
The five measures
- Punctuality: the current reliability of the service and its delays.
- Cancellation rate: the share of today’s scheduled workings not operated.
- Crowding: whether demand is being carried comfortably within available capacity.
- Comfort: the stock type, refurbishment, Wi-Fi and accessibility provision.
- Fare value: how the ticket price compares with the route’s reference fare.
2
Satisfaction has a memory
The route score changes gradually rather than resetting each minute. A single bad event is recoverable, but repeated cancellations or overcrowding create a lasting demand penalty. Consistently good service creates a lasting advantage.
Persistent satisfaction can move the route demand factor from approximately 0.65 at the weakest end to 1.18 at the strongest end.
Operator tip
Recovering trust takes time. Fix the operational cause first, then keep the timetable stable instead of making repeated short-term changes.
3
Improving a weak route
- 1Check the daily timetable for cancellations and recurring delay.
- 2Provide the full required fleet plus spare cover.
- 3Address overdue maintenance and unreliable stock.
- 4Add capacity when crowding remains high.
- 5Review the fare against the reference price.
- 6Use comfort or accessibility upgrades when operations are already stable.
4
Company reputation
Route satisfaction is the passenger view of individual lines. Company reputation is the wider progression measure. Strong daily operating standards and reliable service help build both over time.