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 2018

Overall Perceptions %
Overall Satisfaction 76%
Value for Money 37%
Station Facilities %
Overall Satisfaction (Station) 78%
Ticket Buying Facilities 78%
Upkeep/Repair of Station Buildings/Platforms 72%
Station Cleanliness 75%
Toilet Facilities at the Station 49%
Connections with Other Forms of Public Transport 79%
Car Parking Facilities 51%
Overall Environment 75%
Personal Security at the Station 73%
The Provision of Shelter Facilities 68%
The Availability of Station Seating 48%
Availability of Wi Fi at Station 29%
The Choice of Shops/Eating/Drinking Facilities Available 52%

Delay Management %
How Well Train Company Deals with Delays 37%

Train Facilities %
Overall Satisfaction (Train) 71%
The Frequency of the Trains on that Route 72%
Punctuality/Reliability 70%
Speed - Scheduled Journey Time 78%
Connections with Other Train Services 75%
The Cleanliness of the Inside of the Train 74%
The Cleanliness of the Outside of the Train 68%
Upkeep/Repair of the Train 69%
The Space for Luggage 58%
The Toilet Facilities 43%
Levels of Crowding 68%
The Comfort of the Seating Area 59%
Step or Gap Between the Train and the Platform 65%
Personal Security On Board 72%
Reliability of the internet connection 25%
Availability of power sockets 41%

Customer Service %
The Availability of Station Staff 67%
The Availability of Train Staff 33%
The Attitudes and Helpfulness of the Station Staff 77%
The Attitudes and Helpfulness of Train Staff 59%
How Request to Station Staff was Handled 88%

Provision of Information (Train Times/Platforms)

83%
Provision of Information During the Journey 67%

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 KPIs Target P1813 MAA*
Customer Experience

58.8

51.9 56.5

Presentation of Facilities

83.6

91.7 89.9
Staff Performance

91.7

94.5 94.4

* MAA = Moving Annual Average