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Every period we hold mystery shopper surveys where we send people on journeys across our network to gather insight on everything from the ticket buying experience, experience with TFW Staff and right through their actual journey.

These surveys are arranged and conducted by an external company who send people across our network and score us in detail, so we can use the information to improve the service we provide following this feedback. We hold over 50 surveys each period and we publish the results here every period.

Mystery Shopper Survey Period 5 - 21 July 2019 - 17 August 2019



  • 64% were impressed with Transport for Wales Rail Services based off their experience at the station.

  • 66% of Mystery shoppers were impressed with the station concourse/ticket hall they visited.

  • 63% of Mystery shoppers were impressed with the platforms they used.

  • 70% were satisfied with the train service they journeyed on overall.

  • 96% of mystery shoppers were satisfied that the member of staff at the booking office was friendly and helpful.

  • 100% of people who had their tickets checked on trains said that the conductor was friendly, gave shoppers their full attention and were considered to be knowledgeable.

  • Our overall NPS for P5 was 25

Mystery Shopper Survey Likelihood of Recommendation


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  • No booking fees
  • No card charges
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