While the research seems to have asked quite sensible questions, somehow the answers don't seem to me to say anything really clear. Perhaps, on first reading, it just mostly confirms what I expected.
No earth-shattering shocks on a first skip through, but some useful guidance. No great surprise that the feeling about information in a negative situation (disruption) is also negative.
One thing that did strike me is the quest for full, timeous and/or honest data. People want to be told the complete truth about what has gone wrong (even, it would seem, when it makes little difference to how and if they'll travel onward) and if / as that data develops, they do also want to hear "we don't know" along the way.
Even today (when was the survey done? - sure it tells me) - the vast majority of of people first hear about disruption when they're actually at the station from displays / boards / announcements there. Online and apps getting first data to people still less than one in 10. And people wait on the platform during disruption rather than on concourse / in cafe / elsewhere, but are less comfortable on the platform than they would be in those other places.
A useful read at the least, directly or indirectly, for those involved in keeping passengers informed.
