Search

Greater Anglia finishes bottom of customer survey

13:23 17 February 2014

Copyright:mattkealphotography

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.”

0 comments

Latest News Stories

Collapsed house in Collier Row

Neighbours have spoken of their horror after a house under refurbishment collapsed this morning, saying it looks like a “bomb has gone off”.

Yesterday, 13:51
The transformation of the Briar Road Estate. Harold Hil.

Havering is getting 170 new affordable homes as part of a project that also includes a befriending scheme and broadband for sheltered housing

Yesterday, 13:18
Queen's Hospital

Barking, Havering and Redbridge University Trust (BHRUT) hospitals are to receive a full Care Quality Commission (CQC) inspection this week.

Yesterday, 08:49
Collapsed house in Collier Row

A house in Collier Row has collapsed this morning.

Most read news

WW100

Click on the banner above for full coverage of the centenary commemorations of the outbreak of the First World War.

News from your area

Digital Edition

Image
Read the Romford Recorder e-edition today E-edition
Family Notices 24
Our trusted business finder

A new report is highly critical of local organisations across the county.

The Hollywood actor took on politicians and it was amazing.

Climbers are leaving a big mess on the world’s highest peak.