1、 Experiences of Passenger Assist Research report 2021-2022 Office of Rail and Road July 2022 2 TABLE OF CONTENTSTABLE OF CONTENTS 1.1.Executive summaryExecutive summary 3 3 2.2.IntroductionIntroduction 5 5 3.3.Background Background and objectivesand objectives 6 6 4.4.MethodologyMethodology 8 8 5.5.

2、Who we spoke toWho we spoke to 1010 6.6.ImportaImportance of Passenger Assistnce of Passenger Assist 1919 7.7.What assistance are passengers booking?What assistance are passengers booking?2020 8.8.Experience of booking Passenger AssistExperience of booking Passenger Assist 2323 9.9.Experience on the

3、 day of travelExperience on the day of travel 3232 10.10.Satisfaction with assistance on journey measuredSatisfaction with assistance on journey measured 3939 11.11.Overall satisfaction with Passenger Assist,staff,and station facilitiesOverall satisfaction with Passenger Assist,staff,and station fac

4、ilities 4242 12.12.Conclusions and recommended improvements to Passenger AssistConclusions and recommended improvements to Passenger Assist 4747 Appendix 1 Appendix 1 Margins of error Margins of error crib sheetcrib sheet 5454 Appendix 2 Appendix 2 All assistance received by Station facility operato

5、r(all interviews)All assistance received by Station facility operator(all interviews)5555 Appendix 3 Appendix 3 Key metrics by Station facility operator(all met by staff)Key metrics by Station facility operator(all met by staff)5656 Appendix Appendix 4 4 Key metrics by disability typeKey metrics by

6、disability type 5959 Appendix Appendix 5 5 QuestionnaireQuestionnaire 6060 3 1.1.Executive summaryExecutive summary BackgroundBackground Passenger Assist is a service offered by rail companies providing free assistance to passengers with disabilities,or anyone else who may require help,to enable the