East Anglia: Train operator Greater Anglia among winners at British Quality Foundation awards

Greater Anglia's Michelle Smart and Andrew Goodrum accepting the British Quality Foundation award.

Greater Anglia's Michelle Smart and Andrew Goodrum accepting the British Quality Foundation award. - Credit: Archant

Regional train operator Greater Anglia has picked up a major national award in recognition of its customer satisfaction ratings.

Greater Anglia, which is owned by Dutch company Abellio and is responsible for most rail passenger services in Suffolk, Essex and Norfolk, won the Achievement in Customer Satisfaction category of the British Quality Foundation’s UK Excellence Awards.

The judges of the awards, which are open to organisations across the public, private and voluntary sectors, recognised Greater Anglia’s progress in raising customer service standards, improving train performance and working with Network Rail to reduce disruptive weekend engineering work.

They were also impressed by company initiatives in areas including online and mobile ticket options, integrated links with bus services and cycling facilities and engagement with employees.

The Achievement in Customer Satisfaction award is Greater Anglia’s third major award this year, having won the Train Operator of the Year award at the Rail Business Awards in February and the Outstanding Teamwork Award, for its Olympic and Paralympics performance and customer service, at the Rail Innovation Awards in June.

Greater Anglia manager director Ruud Haket said: “We’re delighted to receive this major award for improvements to customer service and satisfaction. It is a real tribute to the dedication and focus of our employees that we have achieved this accolade when bench-marked across UK organisations of all types (public, private and voluntary sectors), not just those in the rail industry.

“We know we have much more to do to meet the aspirations of our customers and deliver a higher quality service, more consistently. In particular, passengers are looking for more improvements to punctuality, customer information and the on-board travelling environment, so we are working hard to make further steps forward in these crucial areas.”