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 Autumn 2019

Overall Perceptions %
Overall Satisfaction 81%
Value for Money 43%
Station Facilities %
Overall Satisfaction (Station) 82%
Ticket Buying Facilities 79%
Upkeep/Repair of Station Buildings/Platforms 78%
Station Cleanliness 80%
Toilet Facilities at the Station 57%
Connections with Other Forms of Public Transport 76%
Car Parking Facilities 55%
Overall Environment 77%
Personal Security at the Station 75%
The Provision of Shelter Facilities 71%
The Availability of Station Seating 53%
Availability of Wi Fi at Station 42%
The Choice of Shops/Eating/Drinking Facilities Available 54%

Delay Management %
How Well Train Company Deals with Delays 51%

Train Facilities %
Overall Satisfaction (Train) 73%
The Frequency of the Trains on that Route 79%
Punctuality/Reliability 82%
Speed - Scheduled Journey Time 84%
Connections with Other Train Services 79%
The Cleanliness of the Inside of the Train 70%
The Cleanliness of the Outside of the Train 66%
Upkeep/Repair of the Train 64%
The Space for Luggage 54%
The Toilet Facilities 45%
Levels of Crowding 74%
The Comfort of the Seating Area 56%
Step or Gap Between the Train and the Platform 67%
Personal Security On Board 72%
Reliability of the internet connection 34%
Availability of power sockets 42%

Customer Service %
The Availability of Station Staff 67%
The Availability of Train Staff 35%
The Attitudes and Helpfulness of the Station Staff 67%
The Attitudes and Helpfulness of Train Staff 55%
How Request to Station Staff was Handled 90%

Provision of Information (Train Times/Platforms)

87%
Provision of Information During the Journey 65%

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

Feb 20 - Mar 20

Customer Experience

64.15

57.10

Presentation of Facilities

84.38

83.87
Staff Performance

92.60

98.83