East Anglia: Train services under fire in new report

OVERALL customer satisfaction with National Express East Anglia’s train services is at one of the lowest levels in the country, according to a new report out today.

Passenger Focus’s latest research showed only 79% of passengers were satisfied with their journey on the company’s trains - only First Capital Connect scored lower (76%).

However, the overal rating for National Express East Anglia is a 2% improvement on the previous period.

Almost 31,000 passengers nationwide responded to the independent passenger watchdog’s Autumn 2010 NPS, which rates Great Britain’s rail companies, train and station facilities. The survey was conducted between September and November, 2010, before major snow disruption on the rail network.

Anthony Smith, Passenger Focus chief executive said: “Passengers continue to describe the vast majority of their train journeys as either satisfactory or good. However, breaking the National Passenger Survey results down by routes marks a huge step forward in accountability and transparency. Passengers can now get a much better idea of how their train services compare to others run by their company as well as those across Great Britain.


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“The rail industry should be congratulated for agreeing to take this step. We can now move forward to discuss how the industry’s main punctuality figure, the Public Performance Measure, can also be broken down into routes which will help give passengers a much richer picture of how their services compare.”

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