Which? survey blow for Abellio Greater Anglia

Abellio InterCity train.

Abellio InterCity train. - Credit: Archant

Passengers continue to be dissatisfied with the service they get from Abellio Greater Anglia, according to a new survey from the consumers’ champion Which?.

Its annual survey of rail passengers showed that only 47% of those surveyed were satisfied overall with the service offered by the company.

That was one of the lowest figures in the country, only Southeastern Trains, Thameslink, and Great Northern were lower on 46%.

However this year’s Abellio Greater Anglia figure was a 1% improvement on its rating last year.

The figures come just weeks after the National Rail Passenger Survey organised by the official watchdog Transport Focus showed satisfaction levels at Abellio Greater Anglia had increased significantly.


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Which? surveyed 6,986 commuter and leisure passengers across the country in November last year about their train journeys during the past 12 months.

Which? executive director Richard Lloyd said: “Our report shows that commuters are getting a raw deal from their train operator. Whether it’s dirty facilities on the train, overcrowding or delayed trains, it is clear operators need to up their game.

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“Rail operators need to do much more to treat their customers fairly, providing better information and access to compensation when passengers are delayed.”

Abellio pointed out that the National Rail Passenger Survey spoke to more than twice as many people in the area as the Which? survey – although the two were carried out at the same time of the year.

A spokesman for the rail company said: “The Which? survey is not as representative or comprehensive as the recent Autumn 2015 National Rail Passenger Survey when almost three times the number of passengers using our services across the region were surveyed.

“In that survey 81% of Abellio Greater Anglia customers told Transport Focus they were satisfied with the service, increasing from the 75% who were satisfied in the Spring.

“This was the highest increase in customer satisfaction among all operators and contrary to the Which? survey, satisfaction in key areas of the report for train and station cleanliness, upkeep and repair of the train and value for money showed improvement.”

The spokesman said passengers were seeing the benefit of recent investment.

“The National Rail Passenger Survey score reflects the £40 million investment that Abellio Greater Anglia is making during the current short franchise to improve its train fleet, customer service and performance.

“This level of investment is double that agreed with the Department for Transport at the start of the franchise in July 2014.

“We know there is more to do to meet our customers’ expectations, and we are absolutely committed to consistently raising customer service standards still further over the remaining period of our franchise to October 2016.”

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