Transport for Wales (TfW) has recorded substantial improvements across customer satisfaction, punctuality and overall rail performance, according to new data from Transport Focus, the Office of Rail and Road (ORR) and the UK Customer Satisfaction Index (UKCSI).
The latest Transport Focus national survey places TfW fourth among UK train operators, scoring 91% in overall passenger satisfaction. Passengers also rated TfW’s trains at 91%, specifically recognising improvements in crowding, personal safety, and cleanliness.
TfW also delivered the largest quarter‑on‑quarter punctuality improvement of any UK rail operator, rising from 82% to 88%.
Performance Improvements Confirmed by the ORR
Complementing the Transport Focus results, ORR statistics reveal that TfW achieved a 5.5‑percentage‑point rise in rail performance, making it the most improved operator in the UK for the third consecutive period (ranking 11th out of 24 overall).
Cancellations have also reduced significantly, improving by 3.6 percentage points, placing TfW as the second most improved operator in this category (15th out of 24).
The operator’s Core Valley Lines—a key element of the South Wales Metro—have delivered over 90% performance levels across the past six months.
Customer Satisfaction Increasing Year on Year
According to UKCSI data, TfW’s customer satisfaction score has risen from 67.1 in January 2025 to 72.5 in January 2026, signalling continued year‑on‑year progress.
TfW attributes these improvements to its extensive investment programme, which includes:
- £800 million invested into brand-new trains
- Near completion of the £1 billion South Wales Metro
Government and TfW Leadership Praise Progress
Cabinet Secretary for Transport and North Wales, Ken Skates, welcomed the latest results, saying:
“These latest figures show that our commitment and investment to improving rail services across Wales is clearly paying off. New trains, more regular and reliable services and now fares frozen, keeping the costs down for passengers, along with record investment in developing the South Wales Metro is helping us move in the right direction.
“And with the UK Government’s £14bn generational investment in our railways there are more exciting times to come.”
TfW Chief Operating Officer Marie Daly added:
“These recent statistics from Transport Focus, ORR and UKCSI demonstrate that our investment into our rail services is now positively impacting our rail performance and the customer experience.
“Figures from these three separate external bodies all tell a story of improvement in rail performance and customer satisfaction.
“Brand-new trains to our network improve the rail experience for our customers with better seating, information screens and general comfort, but they also provide us with more resilience allowing a more punctual and connected network.
“I’d also like to pay tribute to our excellent colleagues and the teams across TfW who live and breathe our values daily and are consistently improving the experience for our customers.
“Whilst it’s great to see improvements, we know there is much more to do. We’ll keep challenging ourselves to make things even better for our passengers this year."
Image credit: TfW
