Customer Experience

With our new Greater Anglia franchise, the business is investing in methods of tracking and improving our customer experience. Currently we have two measures:

  1. The National Rail Passenger Survey
  2. The Customer Experience Performance Model

Please see below for our most recent results.

National Rail Passenger Survey

The National Rail Passenger Survey (NRPS) is a national survey which tracks passenger satisfaction when using rail services in the UK. The NRPS surveys are conducted and published twice a year (spring and autumn) by an independent customer body, Transport Focus. Please see below Greater Anglia’s latest satisfaction levels across various areas of the business.

Greater Anglia satisfaction scores

Wave Spring 2017

Overall Perceptions %
Overall Satisfaction 83%
Value for Money 42%
Station Facilities %
Overall Satisfaction (Station) 77%
Ticket Buying Facilities 80%
Provision of Information (Train Times/Platforms) 87%
Upkeep/Repair of Station Buildings/Platforms 79%
Station Cleanliness 81%
Toilet Facilities at the Station 60%
Connections with Other Forms of Public Transport 78%
Car Parking Facilities 52%
Cycle Parking Facilities 65%
Overall Environment 80%
Personal Security at the Station 76%
The Provision of Shelter Facilities 71%
The Availability of Station Seating 51%
Availability of Wi Fi at Station 38%
The Choice of Shops/Eating/Drinking Facilities Available 58%

Delay Management %
How Well Train Company Deals with Delays 43%

Train Facilities %
Overall Satisfaction (Train) 77%
The Frequency of the Trains on that Route 74%
Punctuality/Reliability 77%
Speed - Scheduled Journey Time 81%
Connections with other forms of transport 78%
Connections with Other Train Services 77%
The Cleanliness of the Inside of the Train 77%
The Cleanliness of the Outside of the Train 72%
Upkeep/Repair of the Train 71%
The Space for Luggage 60%
The Toilet Facilities 49%
Levels of Crowding 76%
The Comfort of the Seating Area 66%
Step or Gap Between the Train and the Platform 69%
Personal Security On Board 75%
Cleanliness - Inside Train 77%
Cleanliness - Outside Train 72%
Availability of WiFi on Train 29%
Availability of plug sockets 40%
The length of time the journey was scheduled to take (speed) 81%

Customer Service %
The Availability of Station Staff 77%
The Availability of Train Staff 36%
The Attitudes and Helpfulness of the Station Staff 84%
The Attitudes and Helpfulness of Train Staff 63 %
How Request to Station Staff was Handled 90%
Provision of Information During the Journey 72%

Customer Experience Performance Model

CEPM KPIs Target P1805 MAA
Customer Experience

56.1

55.6

Presentation of Facilities

83.2

90.3 88.7
Staff Performance

91.2

95.2 92.1

Historical satisfaction scores can be found on the Transport Focus website at the following link:
www.transportfocus.org.uk/research-publications/research/national-passenger-survey-introduction