Suffolk: Passenger satisfaction levels increase but Greater Anglia still among country’s worst rail companies
10:41 29 January 2013
RAIL passengers in East Anglia have dramatically increased their confidence in the service provided by Greater Anglia, according to new figures released by the official rail watchdog.
Passenger Focus published its official National Passenger Survey (NPS) which revealed that 83% of travellers in the Greater Anglia region were satisfied with the rail service in the final months of last year.
In stark contrast, travellers were the least satisfied in the country in March 2012 when satisfaction levels fell to 73%.
But today’s findings shows Greater Anglia is the most improved service in terms of overall satisfaction since then, with a 10% increase more than double the improvement of any other train company in the last 10 months.
Only 4% of the 2,120 people surveyed between the start of September and the middle of November in 2012 said they were either dissatisfied with the service or labelled it poor.
However, only 37% of passengers said they were getting value for money – the joint-worst in the country – with 42% claiming it was poor or unsatisfactory.
And despite the improvement in customer service levels, Greater Anglia still ranks as the joint fourth-worst service out of the 23 national rail companies compiled, with 85% the national average.
Passenger Focus chief executive, Anthony Smith, said: “Passengers are saying the quality of rail services is improving.
“The combination of increased income from fares, government investment and a clearer focus on performance and dealing with disruption is beginning to pay off.”
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