Greater Anglia passengers satisfied but more to be done

Rail passengers are broadly satisfied with Greater Anglia trains. Picture: Sonya Duncan.

Rail passengers are broadly satisfied with Greater Anglia trains. Picture: Sonya Duncan. - Credit: Sonya Duncan

Greater Anglia passengers experienced little major change over the past year according to the latest survey by watchdog Transport Focus.

The survey was carried out during the autumn of 2017 – and 81% of passengers said they were satisfied with their journey, an increase of 2% on autumn 2016. But it was a 2% fall on the spring survey.

Passengers said it was easier to buy tickets and there was better information about train times and platforms at stations.

There was also an improvement in the choice of shops and cafes at stations over the year.

On trains there was a fall in satisfaction with the cleanliness inside the trains and people said the comfort of seats declined between spring and autumn.

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Greater Anglia's Norwich – Ipswich – Colchester – London Intercity service achieved some of its highest-ever overall satisfaction scores – 91%.

The company launched new apps responding to growing numbers of customers choosing to buy on their mobile phones and online.

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And a new Customer Experience team – set up at the start of the new franchise in 2016 – have worked to help staff provide better customer service, including improving information given to passengers on trains and at stations.

Greater Anglia Managing Director Jamie Burles said: 'There is still room for improvement and we can always do more to make our customers' lives a little easier. From next year, we're replacing every single train on the network, which will have more seats, plug and USB points and improve performance.'

Norwich North MP Chloe Smith, who as chairwoman of the Great Eastern Rail Mainline taskforce secured the original commitment to get the necessary improvements to achieve Norwich in 90 minutes within 10 years, said there remained more to do.

'These figures show us that passengers still need a more reliable service that gives us better value in this part of the world,' she said. 'That's why I've been fighting for a faster, more reliable service and secured the investment we need to get it.

'It's happening, with new carriages on the way, but there's more to do. It's really important because it will bring thousands more jobs to Norwich if we have a more reliable service that links us up particularly with the capital.'

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