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 2020

Overall Perceptions %
Overall Satisfaction 77%
Value for Money 42%
Station Facilities %
Overall Satisfaction (Station) 83%
Ticket Buying Facilities 79%
Upkeep/Repair of Station Buildings/Platforms 75%
Station Cleanliness 78%
Toilet Facilities at the Station 63%
Connections with Other Forms of Public Transport 79%
Car Parking Facilities 52%
Cycle Parking Facilities 67%
Overall Environment 79%
Personal Security at the Station 76%
The Provision of Shelter Facilities 71%
The Availability of Station Seating 52%
Availability of Wi Fi at Station 41%
The Choice of Shops/Eating/Drinking Facilities Available 57%

Delay Management %
How Well Train Company Deals with Delays 38%
The Usefulness Of Information Supplied During Delay 43%

Train Facilities %
Overall Satisfaction (Train) 71%
The Frequency of the Trains on that Route 75%
Punctuality/Reliability 73%
Speed - Scheduled Journey Time 80%
Connections with Other Train Services 76%
The Cleanliness of the Inside of the Train 66%
The Cleanliness of the Outside of the Train 60%
Upkeep/Repair of the Train 61%
The Space for Luggage 58%
The Toilet Facilities 51%
Levels of Crowding 74%
The Comfort of the Seating Area 56%
Step or Gap Between the Train and the Platform 69%
Personal Security On Board 72%
Reliability of the internet connection 37%
Availability of power sockets 41%

Customer Service %
The Availability of Station Staff 73%
The Availability of Train Staff 32%
The Attitudes and Helpfulness of the Station Staff 82%
The Attitudes and Helpfulness of Train Staff 59%
How Request to Station Staff was Handled 88%

Provision of Information (Train Times/Platforms)

Provision of Information During the Journey 64%

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

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


Average Oct 19 - Mar 20

Customer Experience



Presentation of Facilities


Staff Performance