Rail Customer Experience Survey
What is the Rail Customer Experience Survey?
The Rail Customer Experience Survey (RCXS) is a new, industry-wide survey of rail customers’ experiences. Its aim is to provide regular, robust, and consistent customer insight data to the rail industry.
The RCXS will provide crucial insight into rail passengers’ experiences, supporting the industry in better understanding where we are doing well, where we need to improve, and what elements of the journey matter most to people travelling on the rail network.
How do I know the Rail Customer Experience Survey is legitimate?
Our fieldwork is conducted across the whole railway network every day, and the survey is delivered by Potentia Insight and InsightX Research Solutions.
If you are approached by a fieldworker on the train you will be able to recognise them as they wear a bespoke high-viz vest and photo ID whenever they are working.
A fieldworker will ask you if you are willing to take part in the survey and you will have 2 options.
1. Scan a QR code on the tablet they carry. The QR code will look something like this:
2. Provide an email address to be sent the link to the online survey. The email will look like this:
You can then complete the survey on your own device. The unique survey link will be hosted on the domain potentiainsight.decipherinc.com.
Please note, we will never ask you for any payment or bank details.
You can view our privacy policy, which explains what type of personal data we collect and why.
If you complete the survey, you will have the option of entering a prize draw. You can view the prize draw terms and conditions.
What happens to the data gathered by the Rail Customer Experience Survey?
RCXS was launched on 20 July 2025 and will be running continuously from that date onwards. The first weighted results will be available in late 2025.
You can find more information about the survey on the Rail Data Marketplace.