Institute reaction to the latest rail complaints data from the Office of Rail and Road

16th Jun 2016

Responding to the recent rail complaints data from the Office of Rail and Road (ORR), Jo Causon, CEO of the Institute of Customer Service, says:

“It’s encouraging to see that the number of rail complaints has fallen, continuing the downward trend the industry has seen for some years. 

‘The ORR’s latest data tallies with the figures published in the UK Customer Satisfaction Index, which showed that satisfaction in the transport sector had increased over the past 12 months. However, the sector still ranks 10th out of the 13 sectors monitored overall, with lateness and slow service cited as the most common reasons for making a complaint. 

‘With demand on the rail network set to increase, train operating companies will need to work hard to continue to deliver on customer satisfaction and retain loyalty. The helpfulness of staff and ensuring employees react positively to complaints are critical areas with potential for improvement, especially as staff competence is mentioned as an issue in 1 out of every 5 complaints.

‘The current ORR data does not include complaints made on social media. With 1 in 5 people now using social media as their preferred channel to make a complaint, it may be time to consider including digital platforms in their reporting of overall satisfaction."


Notes to editors
For further information please contact: 

Helen Glover
E: [email protected] 
T: 0207 260 2698

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to 

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