As in a lot of our news today, we have been reporting on the results of the latest Autumn National Rail Passenger Survey. This was undertaken by Transport Focus – the industry watchdog. This time, its the results for Greater Anglia.
Results show that customer satisfaction for the train operating company rose from 79% to 81%.
The highest rises were recorded in punctuality of the trains, which rose 8 points to 81%. Ticket facilities at stations, which rose 8 points to 82%.
Greater Anglia's Stansted Express and Norwich – Ipswich – Colchester – London routes also received high satisfaction, at 93% and 91% respectively.
The company leased 20 extra trains, creating an extra 100,000 seats a week on services.
Sixty new user-friendly ticket machines have been installed across the network. Some of them have replaced machines at London Liverpool Street, Stanstead Airport, and Cambridge.
80% of passengers are satisfied with the helpfulness of staff, up 2 points. 90% are pleased with how station staff handles requests, up 6 points. Helpfulness of staff on trains is up 5 points to 65%
What did the officials say?
Greater Anglia Managing Director Jamie Burles said: “It's great to see that the work we are putting into improving our customers' journeys is resulting in increased satisfaction.
“However, there is still room for improvement and we can always do more to make our customers' lives a little easier. We use the results from this survey to target areas where customers are telling us they want a better service from us, so this year we're beginning to install wifi on all of our commuter trains and increasing the number of parking spaces for cars and bicycles at some stations.
“From next year, we're replacing every single train on the network with brand new trains, which will all have more seats, plug, and USB points and help us further improve train performance.”
- Visit the Greater Anglia website
For more information
Misleading headline – article doesn’t mention passenger numbers at all.