Suffolk: Rail company Greater Anglia hails its first year with annual report

Greater Anglia has produced its first annual report.

Greater Anglia has produced its first annual report. - Credit:

Rail operator Greater Anglia has published its first annual report, giving passengers a run-down on how its first year of running trains in the region has gone.

The annual report is part of a commitment made by Dutch company Abellio which was awarded the franchise to run trains in the region from February last year. It is on the company’s website and is available from stations.

The report records how the number of trains arriving on time has increased from just under 91% in March last year to just over 92.5% in May this year.

Passenger satisfaction has also improved: in the Autumn 2012 National Passenger Survey, 83% of Greater Anglia’s passengers said they were satisfied, up from 77% in the Autumn 2011 survey and 73% in Spring 2012.

The report records how the company has upgraded stations, invested in improvements to some of its trains and improved customer communication.

All 1,600 of the company’s frontline employees have been equipped with smart phones to help provide information to passengers.

The report records the performance during last summer’s Olympics and its work with MPs, businesses and local authorities to make the case for further improvements to the network.

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Ticket purchase has been made easier, with extra ticket machines at stations and new ways to book on-line (including print at home options) or via mobile apps.

Other highlights include easier weekend travel on the Norwich – London route, with far fewer weekends affected by disruptive engineering work, and improvements to integrated transport links – to make it more convenient to travel to and from stations by bus, bicycle or on foot.

Managing director Ruud Haket said: “We have made good progress in improving the customer experience with some real steps forward in punctuality, customer service and communication.

“We recognise however, that there is much more to do. We are determined to raise service standards further, by continuing to improve and invest in the service we offer our passengers.

“Over the next 12 months we remain absolutely committed to doing what we can to deliver a better service for customers.”

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