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East Anglia: Passengers give mixed view on the region’s rail services

PUBLISHED: 10:52 22 January 2014 | UPDATED: 10:52 22 January 2014

Archant © 2012

Passengers using InterCity rail services between East Anglia and London showed the largest overall increase in satisfaction in the country during 2013.

But other aspects of Greater Anglia’s performance remained patchy according to the passenger satisfaction survey run by the government’s official rail watchdog.

The Passenger Focus survey showed that overall satisfaction increased on Greater Anglia between surveys in spring and autumn of last year – but remained lower than it had been during the autumn of 2012.

However on its InterCity route between London and Norwich through Ipswich and Colchester, the overall satisfaction was 91%, one of the highest in the country and showing the largest increase.

And 56% of the passengers using that route felt their tickets offered good or satisfactory value for money, another significant increase.

Overall satisfaction of the company’s services was 80% – three per cent higher than it had been in the spring of last year but three per cent lower than it was in autumn 2012.

One area which does need attention is the state of Greater Anglia’s on-train toilets. The satisfaction level for these fell by seven per cent over the year.

David Sidebottom, acting chief executive of Passenger Focus, said: “Although generally satisfaction has remained fairly high over the last five years, we want to see a more consistently high level of service for passengers, wherever they may be travelling to and from.”

A spokesman for Greater Anglia said Autumn 2013 was challenging for the company because it included the St Jude storm in October which caused disruption to train services.

Ruud Haket, Managing Director, Abellio Greater Anglia said: “We have continued to make some good progress investing in more station improvement schemes, in better customer service and rolling stock upgrades.

“We remain absolutely committed to doing what we can to deliver a better service for customers and in delivering improving levels of train service performance.”

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