Record Performance and Commitment to Customer Service Delivers a Leap in Customer Satisfaction

Tuesday, 29 January 2013

The National Passenger Survey (NPS) results for Autumn 2012, out today, show a step-change in overall customer satisfaction at Abellio train operator Greater Anglia. This reflects an unceasing commitment to improving punctuality and customer service since Abellio took over the franchise almost exactly one year ago. 83% of Greater Anglia’s customers were satisfied with their journey in this latest survey compared with 77% for the Autumn 2011 survey.

Earlier this month, Greater Anglia announced that the 12-month moving annual average (MAA) for its train punctuality had reached a new high of 92.2%, the best MAA figure recorded so far for the existing East Anglia franchise area (which was established in 2004). Combined with today’s announcement of significantly better customer satisfaction, these two indicators of punctuality and customer satisfaction, underline the good progress Greater Anglia has already made in running the East Anglian franchise, and the operator is committed to delivering further improvement.

Greater Anglia has worked incessantly to improve and invest in customer service at stations and on trains; in delivering better and upgraded facilities and information provision; and in achieving a new high for train service punctuality. It has also launched a comprehensive customer service training programme for its frontline employees.  An early sign of progress was the positive feedback the company received about performance and customer service standards during last summer’s Olympics and Paralympics.

Commenting on the latest NPS, Ruud Haket, Managing Director, Greater Anglia said: “These are very encouraging results and I am pleased that the efforts the Greater Anglia team has made to invest in and improve customer service, combined with the closer working alliance with Network Rail, is already delivering better customer service and performance.

“We recognise there is more to do and our focus is to build on these improved levels of satisfaction and to continue to invest in improving the service we offer our passengers.”