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 2019

Overall Perceptions %
Overall Satisfaction 80.20%
Value for Money 40.73%
Station Facilities %
Overall Satisfaction (Station) 79.22%
Ticket Buying Facilities 82.78%
Upkeep/Repair of Station Buildings/Platforms 76.35%
Station Cleanliness 77.58%
Toilet Facilities at the Station 52.54%
Connections with Other Forms of Public Transport 80.55%
Car Parking Facilities 53.39%
Overall Environment 77.01%
Personal Security at the Station 74.73%
The Provision of Shelter Facilities 70.31%
The Availability of Station Seating 53.89%
Availability of Wi Fi at Station 44.97%
The Choice of Shops/Eating/Drinking Facilities Available 54.88%

Delay Management %
How Well Train Company Deals with Delays 33.07%

Train Facilities %
Overall Satisfaction (Train) 72.60%
The Frequency of the Trains on that Route 77.11%
Punctuality/Reliability 78.94%
Speed - Scheduled Journey Time 81.91%
Connections with Other Train Services 78.52%
The Cleanliness of the Inside of the Train 72.88%
The Cleanliness of the Outside of the Train 62.95%
Upkeep/Repair of the Train 66.04%
The Space for Luggage 55.78%
The Toilet Facilities 47.41%
Levels of Crowding 73.68%
The Comfort of the Seating Area 58.67%
Step or Gap Between the Train and the Platform 65.78%
Personal Security On Board 73.08%
Reliability of the internet connection 36.80%
Availability of power sockets 41.73%

Customer Service %
The Availability of Station Staff 68.74%
The Availability of Train Staff 34.00%
The Attitudes and Helpfulness of the Station Staff 79.31%
The Attitudes and Helpfulness of Train Staff 63.18%
How Request to Station Staff was Handled 83.82%

Provision of Information (Train Times/Platforms)

87.43%
Provision of Information During the Journey 66.24%

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

Customer Experience Performance Model (CEPM)

The CEPM measures customer's experiences every 4 weeks using a mixture of independent audits and customer surveys.

Key Performance Indicators

Target

Oct 19 - Nov 19

Customer Experience

64.15

55.58

Presentation of Facilities

84.38

84.14
Staff Performance

92.60

97.85