Survey shows customer satisfaction with Greater Anglia at record high

Tuesday, 25 July 2017

Improvements to trains and stations have led to a significant increase in customer satisfaction with Greater Anglia, according to the latest industry-wide rail passenger survey.

Overall satisfaction with Greater Anglia is now at the equal highest level it has ever been, having gone up from 77 per cent last spring to 83 per cent in Spring 2017, figures released by Transport Focus in the National Rail Passenger Survey show.

In the last year, the train company’s satisfaction ratings in several categories have increased by double figure percentages. These include availability of staff at stations, provision of information during the journey, toilet facilities on trains and station facilities.

This reflects a big effort by Greater Anglia to improve service for customers at every point – from selecting a ticket, to arriving at a station, to catching a train and completing a journey.

There has been significant investment in improvements to train reliability, station facilities, customer service - with an increase in training - and an extra focus on communications with customers, on trains, at stations and on our website. The survey shows satisfaction for how station staff deal with customer requests has now reached 90 per cent.

Ratings have improved in every single category including ticket buying facilities, provision of information about train times/platforms, upkeep of stations and trains, cleanliness, attitudes and helpfulness of staff and punctuality/reliability.

Jamie Burles, Greater Anglia Managing Director, said: “It’s very pleasing to see that our hard work is making a positive difference to customers.

“It’s great that our customers feel that our investment in customer service, cleanliness and train maintenance is making their journeys better.

“However, we are not complacent, and we still have much to do to improve the service further, increase customer satisfaction to higher levels and make life a little easier for our customers.”