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East Anglia: Rail company left puzzled by service satisfaction survey

17:38 17 February 2014

Greater Anglia train.

Greater Anglia train.


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.

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.”

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  • 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"?

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    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.

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    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

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    Monday, February 17, 2014

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