Passenger counts and surveys

At the partnership, we regularly carry out passenger counts and surveys on the Crewe-Stoke-Derby service to help find out an accurate picture of passenger footfall and also to seek passengers’ views on how the quality of their journey could be improved.

Our most recent count and survey project was carried out on Tuesday 16 April 2013. Helped by station volunteers and members of the North Staffordshire Rail Promotion Group ( we counted passengers on board all trains throughout this typical weekday.

The number of passengers counted on the day showed that passenger numbers are still increasing, with a projection of almost 670,000 passenger journeys on the service each year.

The largest passenger segment is commuters and those travelling for business (41% of respondents).

20% use the service for leisure/tourism

13% for access to education

Feedback gained through the survey showed there is generally a high level of satisfaction with the service among passengers, with improved punctuality and reliability being acknowledged.

The train crew were also complimented by a number of passengers for their friendliness and helpfulness.

33% of the 302 passengers who responded (which correlates with the number of regular travellers) said that the most urgent need is increased rolling stock capacity, especially at peak times before 0900 and after 1600.

At these times the single car unit, which is provided for the majority of the day, is usually well over capacity.

More luggage capacity is highlighted as a further need, which again could be helped by the introduction of a two-car service.

Passengers’ next most wished-for improvement is the re-introduction of the service running direct to Nottingham. This direct service was discontinued in 2005 because of capacity restrictions at Nottingham station.

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