June 20 2013 Latest news:
Tom Bristow, Reporter
Thursday, June 28, 2012
Passengers using Greater Anglia trains are the least satisfied in the country, according to a survey released today.
The company, which runs the Norwich to London line, came bottom in the country in five out of six categories in the survey compiled by pressure group Passenger Focus.
Over 2,000 people responded to the questionnaire taken a week after Greater Anglia took charge of the franchise in February.
It was bottom for overall satisfaction, value for money, punctuality, satisfaction with the station and how well delays were dealt with.
Just 30pc of passengers thought the service was good value for money and 73pc were satisfied overall, compared to 96pc for Merseyrail.
Satisfaction ratings in all six categories fell from the last survey in Autumn 2011.
Managing director of Greater Anglia Ruud Haket said: “We recognise the task we face in improving customer satisfaction and it is a challenge we are determined to successfully meet.
“Since taking the franchise over in February 2012, we have concentrated our efforts to improve customer service with a real focus on providing cleaner trains, improved punctuality through a much closer partnership with Network Rail and better information provision.
“We are making good progress and I hope the next passenger survey will positively reflect this.”
Train service performance has improved each month on the Greater Anglia network since February 2012 with the punctuality for June at 93.3%.
• For the full story and reaction see tomorrow’s EDP and Evening News.