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 2016

Overall Perceptions %
Overall Satisfaction 79%
Value for Money 42%
Station Facilities %
Overall Satisfaction (Station) 83%
Ticket Buying Facilities 74%
Provision of Information (Train Times/Platforms) 81%
Upkeep/Repair of Station Buildings/Platforms 74%
Station Cleanliness 79%
The Facilities and Services 64%
Connections with Other Forms of Public Transport 76%
Car Parking Facilities 52%
Cycle Parking Facilities 65%
Overall Environment 75%
Personal Security at the Station 71%
The Provision of Shelter Facilities 68%
The Availability of Station Seating 48%
The Choice of Shops/Eating/Drinking Facilities Available 48%

Delay Management %
How Well Train Company Deals with Delays 38%
The Usefulness of Information Supplied During Delay 38%

Train Facilities %
Overall Satisfaction (Train) 80%
The Frequency of the Trains on that Route 76%
Punctuality/Reliability 73%
Speed - Scheduled Journey Time 80%
Connections with Other Train Services 75%
Train Cleanliness 79%
Upkeep/Repair of the Train 74%
The Space for Luggage 57%
The Toilet Facilities 46%
Sufficient Room to Sit/Stand 70%
The Comfort of the Seating Area 70%
The Ease of Getting On/Off 82%
Personal Security On Board 77%
Cleanliness - Inside Train 81%
Cleanliness - Outside Train 73%

Customer Service %
The Availability of Station Staff 69%
The Availability of Train Staff 35%
The Attitudes and Helpfulness of the Station Staff 78%
The Attitudes and Helpfulness of Train Staff 59%
How Request to Station Staff was Handled 84%
Provision of Information During the Journey 64%

Customer Experience Performance Model

CEPM KPIs Target P1713 MAA
Customer Experience


59.4 56.7

Presentation of Facilities


87.7 86.5
Staff Performance


90.1 92.2

Historical satisfaction scores can be found on the Transport Focus website at the following link: