Partly Cloudy

Partly Cloudy

max temp: 22°C

min temp: 16°C

ESTD 1874 Search

East Anglia: Rail company left puzzled by service satisfaction survey

17:38 17 February 2014

Greater Anglia train.

Greater Anglia train.

Archant

A new survey of passengers of all Britain’s rail companies has shown only 40% of Greater Anglia travellers are satisfied with their service – the joint lowest in the country.

shares

But the findings in the survey, carried out by the Consumers’ Association magazine Which?, prompted head-scratching at the company.

They were released only a month after a survey from the official rail watchdog Passenger Focus found increasing levels of satisfaction with services.

The Which? survey results were drawn from 507 Greater Anglia passengers – nationally 7,415 travellers took part in the survey. Which? executive director, Richard Lloyd, said: “It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work.

“Seven rail franchises end in the next two years and we want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don’t.”

Last month the Passenger Focus survey showed satisfaction had increased on services across the region between spring and autumn 2013 – 80% of passengers were satisfied with its services.

A Greater Anglia spokesman said: “We are disappointed by the findings of the Which? survey. The results are based on a significantly smaller sample size than the National Passenger Survey by Passenger Focus, who survey almost 2,200 of our customers. We always welcome all customer feedback and we recognise there is much more for us to do to improve passenger satisfaction across our network.

“We are working closely with Network Rail to provide more consistent and better levels of train service.”

Related articles

shares

3 comments

  • Whats puzzling about being told "you're not up to the job"? When you're basically running the same old service as your predecessors, with the same old dirty trains (with often non-functioning andor dirty toilets, dirty windows and rubbish strewn around inside). Trains are slower than 20 years ago, staff are becoming robotic droids glibly spieling the same old scripted rubbish, fares have gone up again and reliability is getting worse. Main line trains are constantly shorter now whilst carriages are taken out and given yet another lick of paint and short term replacements not taken up as they would take money from profits. When things go wrong, even when its infrastructure and out of their control, information lapses, staff disappear and sometimes uncontrolled panic seems to take over. There is much more, but whats the point? The only Train Franchise that Abellyup run totally on their own is Greater Anglia and its not fit for purpose and bottom of the pile, and profits go back to Holland. And they're "puzzled"?

    Report this comment

    Disbeliever

    Monday, February 17, 2014

  • Lol, one of the funniest stories I have read for ages. This is the same company who have removed carriages for refurbishment but are actually not refurbishing the insides. If they ran this kind of service back in Holland they would not last long as a business. But the blame clearly lies with whoever gives the franchises out.

    Report this comment

    jimmybog

    Tuesday, February 18, 2014

  • Using the train off peak from Ipswich I find them scuffy, though not surprising as the stock is over 60 years old

    Report this comment

    zaax

    Monday, February 17, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

Police are investigating

Essex Police are investigating after silver-plated cutlery and an imitation Rolex watch were stolen from the house in Fennes Road.

The scene of the collision on the A1088 at Honington.

Dr Ronak Patel, aged 33 of Ixworth, died following a collision between a lorry and the Volkswagen Golf he was driving this morning.

Ipswich Magistrates Court in Elm Street.

A dishonest driver has admitted filling up with petrol on 14 occasions at garages across Suffolk and Essex but failing to pay for his fuel.

An 82-year-old woman who died after a collision in Little Wigborough near Colchester last month has been named as Jean Wilcox.

An 82-year-old woman who died after a collision in Little Wigborough near Colchester last month has been named as Jean Wilcox.

The scene after a raid at the Costcutter supermarket in Woolpit.

Crooks used a stolen JCB Digger to smash into a supermarket and steal a cash machine thought to have contained thousands of pounds in a ram raid in Suffolk.

Ipswich Magistrates Court in Elm Street.

A Mothercare shop worker had admitted stealing childcare and maternity items worth nearly £12,500 and selling a stolen pushchair to a police officer.

Ipswich Crown Court

A robber who broke into an Ipswich flat before threatening the occupant with a kitchen knife has been jailed.

Hare coursing (stock photo)

Four men and a teenage boy arrested in connection with hare coursing in Suffolk have been charged, police have said.

Wayne Leech and Mark Ripper with soap star Gemma Atkinson at the Slimming World Man of the Year awards

Two Suffolk men have shed a total of more than 21st in little over a year – and been named among the country’s top male slimmers for 2015.

Rural crime has been falling in Suffolk and across East Anglia.

New figures show a significant fall in the level of rural crime across the region – but there are significant differences between Suffolk and Essex.

Most read

Most commented

Topic pages