Sentiment and emotion profile by service dimension
| Dimension | Mean sentiment | % negative | Anger % | Anxiety % | Satisfaction % | n |
|---|---|---|---|---|---|---|
| Reliability/punctuality | 0.035 | 44.9 | 5.8 | 2.7 | 9.0 | 5,994 |
| Safety & security | 0.008 | 46.3 | 7.7 | 8.7 | 8.6 | 1,948 |
| Staff & communication | 0.062 | 39.9 | 6.3 | 3.1 | 7.7 | 5,105 |
| Information systems | 0.135 | 35.9 | 7.1 | 2.9 | 12.3 | 7,172 |
| Ticketing/fares | 0.146 | 32.8 | 5.0 | 2.3 | 7.1 | 9,869 |
| Crowding/capacity | 0.155 | 35.7 | 8.1 | 3.0 | 9.1 | 2,075 |
| Comfort/cleanliness | 0.168 | 32.6 | 6.1 | 2.5 | 17.2 | 6,993 |
| Accessibility | 0.168 | 33.7 | 11.2 | 3.9 | 10.4 | 1,541 |
| Food & catering | 0.274 | 25.8 | 8.7 | 2.8 | 15.3 | 1,760 |
| Dimension | Mean sentiment | % negative | Anger % | Anxiety % | Satisfaction % | |
|---|---|---|---|---|---|---|
| Reliability/punctuality | 0.035 | 44.9 | 5.8 | 2.7 | 9.0 | 5,994 |
| Safety & security | 0.008 | 46.3 | 7.7 | 8.7 | 8.6 | 1,948 |
| Staff & communication | 0.062 | 39.9 | 6.3 | 3.1 | 7.7 | 5,105 |
| Information systems | 0.135 | 35.9 | 7.1 | 2.9 | 12.3 | 7,172 |
| Ticketing/fares | 0.146 | 32.8 | 5.0 | 2.3 | 7.1 | 9,869 |
| Crowding/capacity | 0.155 | 35.7 | 8.1 | 3.0 | 9.1 | 2,075 |
| Comfort/cleanliness | 0.168 | 32.6 | 6.1 | 2.5 | 17.2 | 6,993 |
| Accessibility | 0.168 | 33.7 | 11.2 | 3.9 | 10.4 | 1,541 |
| Food & catering | 0.274 | 25.8 | 8.7 | 2.8 | 15.3 | 1,760 |
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