Spring 2013 National Passenger Survey Results Published

Thursday, 20 June 2013

Overall satisfaction amongst train operator Greater Anglia’s customers in the Spring 2013 National Passenger Survey (NPS) improved to 77% in comparison to those surveyed in the previous year’s Spring 2012 NPS when 73% of customers were satisfied.

This improvement in the year-on-year results for the Spring wave of the NPS (Spring 2012 – Spring 2013) reflects the progress Greater Anglia has made in delivering the best-ever punctuality for the Greater Anglia franchise area (since it was established in 2004) and in upgrading stations and delivering better customer communication and improved customer service.

Greater Anglia recently reported its best-ever period of punctuality with 95.7% of all trains on time for the four-week performance period from 28 April – 25 May 2013. The operator has consistently delivered improvements in train punctuality since taking over the franchise in February last year, and the moving annual average (MAA) punctuality figure – which measures performance over a 12 month period – has reached a new high of 92.6%.  

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 improvements include easier weekend travel on the Norwich – London route, with far fewer weekends affected by disruptive engineering work (reduced to just 7 weekends in 2013 compared to an average of 30 in previous years), and better integrated transport links.

Overall satisfaction in Greater Anglia’s stations and facilities improved, along with punctuality and information provision, reflecting the efforts the operator has made to improve service in these key areas that are important to customers.

Ruud Haket, Managing Director, Greater Anglia said: “It is encouraging that customer satisfaction amongst our passengers has improved in the Spring 2013 National Passenger Survey when compared to Spring 2012, however we recognise there is much more to do.

“We have made some good progress in improving the customer experience with some real steps forward in punctuality, customer service and communication. We are determined to raise service standards further by investing in more station improvement schemes, in better customer service and improvements to our trains, and in delivering consistently good train service performance. We remain absolutely committed to doing what we can to deliver a better service for customers.”