Greater Anglia scores second lowest in customer satisfaction survey

Greater Anglia train on the Norwich to London service run by Abellio. Photo: Bill Smith

Greater Anglia train on the Norwich to London service run by Abellio. Photo: Bill Smith - Credit: Archant © 2012

Greater Anglia has scored the second lowest in a survey of customer satisfaction.

More than half of train companies have a customer satisfaction score of 50pc or lower, according to a survey by Which?

And overall, only 22pc of train travellers feel their service is improving despite above-inflation fare rises last month, according to the survey.

Bottom in the 19-company satisfaction table was First Capital Connect, with only 40pc of its passengers satisfied with its service.

The next least-satisfied passengers were those travelling on Greater Anglia trains, with the company scoring only 42pc.

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Top of the satisfaction table, compiled from responses from 7,500 regular train users, was West Coast main line operator Virgin Trains with a score of 67pc.

The survey also showed that 40% of train travellers are likely to reduce the number of journeys they make as a result of the recent price increases which have season tickets rise by an average of 4.2pc.

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But a third of commuters said they did not have an alternative way of getting to work and would just have to pay more.

Responding to the Which? survey, a spokesman for the Association of Train Operating Companies said: 'The independent watchdog Passenger Focus surveys up to eight times as many people a year and last month reported 85pc of passengers are satisfied with their service - a record high.'

These were the customer satisfaction scores for each train company, according to the Which? survey:


Virgin Trains 67pc

c2c 64pc

Merseyrail 64pc

Chiltern Railways 62pc

East Coast 58pc

First Transpennine Express 54pc

ScotRail 53pc

CrossCountry 51pc

East Midlands Trains 50pc

Arriva Trains Wales 48pc

Southern 48pc

South West Trains 47pc

London Midland 45cp

Northern 44pc

First Great Western 43pc

South Eastern 43pc

Greater Anglia 42pc

First Capital Connect 40pc

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