Customer Experience

Greater Anglia has introduced a rigorous, independent service-quality regime.

Service quality is measured by a team of mystery shoppers who measure our service from a customer perspective.

The surveys are designed to complement the information provided by the National Passenger Surveys, and cover train standards, station standards and people standards.

Our individual annual targets are shown below and each period the results of the surveys are also displayed at stations. In total, each period we will be carrying out a minimum of 440 individual surveys across the franchise area so you will clearly see how we are performing.

Period

Sep
18
Oct
15

Train standards

Actual result

90.98%

Target: 84.00%

(6.98%)

Station standards

Actual result

91.83%

Target: 82.00%

(9.83%)

People standards

Actual result

80.40%

Target: 62.00%

(18.4%)