More than 80% of Greater Anglia passengers were happy with journeys last autumn, Transport Focus survey reveals

An Intercity train at Ipswich Station heading for London, Stock Image

An Intercity train at Ipswich Station heading for London, Stock Image - Credit: Archant

Passengers using Greater Anglia trains in 2017 saw little major change over the year according to the latest survey from official watchdog body Transport Focus.

The survey was carried out during the autumn of last year – and 81% of passengers said they were satisfied with their journey, an increase of 2% on Autumn 2016. However it was a 2% fall on the spring survey.

Passengers said it was easier to buy tickets and there was better information about train times and platforms at stations.

There was also an improvement in the choice of shops and cafes at stations over the year – that could reflect the fact that Ipswich station re-opened after a major redevelopment.

On trains there was a fall in satisfaction with the cleanliness inside the trains – and people said the comfort of seats declined between spring and autumn 2017.


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Greater Anglia’s Norwich – Ipswich – Colchester – London Intercity service achieved some of its highest-ever overall satisfaction scores – 91%.

The company launched new apps responding to growing numbers of customers choosing to buy on their mobile phones and online.

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In addition, a new Customer Experience team was set up at the start of the new franchise in 2016. They have worked to help Greater Anglia staff on trains and at stations to provide better customer service, including improving information given to passengers on trains and at stations.

The latest survey shows customer satisfaction with Greater Anglia staff has increased.

Greater Anglia Managing Director Jamie Burles said: “It’s great to see that the work we are putting into improving our customers’ journeys is resulting in increased satisfaction.

“However, there is still room for improvement and we can always do more to make our customers’ lives a little easier.

“We use the results from this survey to target areas where customers are telling us they want a better service from us, so this year we’re beginning to install Wi-Fi on all of our commuter trains and increasing the number of parking spaces for cars and bicycles at some stations.

“From next year, we’re replacing every single train on the network, which will have more seats, plug and USB points and improve performance.”

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