Better Rail Stations

Publications

An independent report by the Station Champions, Chris Green and Sir Peter Hall, advising the Government on ways to improve stations, focussing on getting the basic facilities right as well as considering the broader role of stations in the future.

Only two thirds of customers are satisfied with Britain’s stations. This is a mediocre result, and a demanding service industry should be seeking to lift this to at least the Overall Satisfaction level of 80%. The passenger’s first priority is clearly the journey itself; but a smart, modern station is an important adjunct which can make or break the public transport experience.

The customer requirement is for easy access through a safe and pleasant station environment. The cause of the dissatisfaction is not face-to-face service which is highly
rated when provided but the physical station facilities, which are only scored at 50% satisfaction. If stations are to be improved, the solution must lie in finding affordable ways of bringing their facilities and environment up to a consistent modern standard.

We recognise that additional funding will be very limited up to 2014 and we propose that the time is used to introduce minimum station standards into every new franchise and exploit all existing funding channels to prioritise the problem stations highlighted.

Beyond 2014, we propose a ten year catch-up period for stations to bring them up to the standard of the modern train fleets.

The document is available to download below in full and broken down into individual parts to ease downloading.

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Rail Passenger Policy Division
Rail Strategy and Stakeholder Relations Directorate
Department for Transport
Zone 5/29
Great Minister House
76 Marsham Street
London, SW1P 4DR