Greater Anglia finishes bottom of customer survey
13:23 17 February 2014
Greater Anglia has come bottom for the second year running of a leading national customer satisfaction survey.
The train operator polled just 40 per cent with more than 7,400 passengers being asked to put forward their views on train companies’ performance from across the country.
Customer scores relate to both commuter and leisure journeys, and are based on overall satisfaction and the likelihood of recommending Greater Anglia to a friend.
The company, which runs a service through seven Havering stations between Romford and Shenfield, was voted one of the poorest, in terms of cleanliness by commuters in what was Which?’s third annual survey on train companies.
Greater Anglia - and Southeastern, which also finished bottom - were two of 11 companies to score under 50 per cent.
Richard Lloyd, Which? executive director, said: “It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work.
“We want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don’t.”
On hearing the news, Dan Perry (@dantperry) tweeted: “Not [surprised] in the slightest. Constant delays and cancellations, ever rising prices, terrible delay refund policy.”
Greater Anglia, though, said it felt the Which? survey did not reflect the views of all its customers because the sample size was too small.
An Abellio Greater Anglia spokesperson said: “We are disappointed by the findings of the Which? survey.
“The results are based on a significantly smaller sample size than the National Passenger Survey (NPS) by the independent rail industry watchdog Passenger Focus, who survey almost 2,200 of our customers in a much more representative twice-a-year survey compared to Which? who surveyed 507 passengers.
“We always welcome all customer feedback and we recognise there is much more for us to do to improve passenger satisfaction across our network.
“We are working closely with Network Rail to provide more consistent and better levels of train service performance building on the improved punctuality we have delivered since taking over the franchise in 2012, and we are also focused on improving train cleanliness and working with our industry partners in making the case for rolling stock upgrades.”