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Tell us what you think: Greater Anglia comes bottom in national train passenger survey

16:16 28 June 2012

The survey was taken a week after Greater Anglia took over the franchise which was formerly run by National Express. Photo: Bill Smith

The survey was taken a week after Greater Anglia took over the franchise which was formerly run by National Express. Photo: Bill Smith

Archant

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.

18 comments

  • Jordan, what you have to remember is Lowestoft Is always the last place to get anything of use. We get the old buses and the old trains because Suffolk county council runs out of money when it comes to something we want or need.

    Report this comment

    AJC

    Friday, June 29, 2012

  • likewise with norman lamb who said that greater anglia would herald a new era for our trains . ha ! as alan partridge said this week there was a time when "great" meant a good thing !!

    Report this comment

    Double Bill

    Thursday, June 28, 2012

  • When are Chloe Smith's words going to match her actions when it comes down to the poor performance of the local rail service?Charles Clarke made sure it was improved regarding links to Cambridge.Why are the railways going downhill?

    Report this comment

    Peter Watson

    Thursday, June 28, 2012

  • You only have to look at the EADT and EDP RSS feeds in the morning to see that a delay or problem of some kind on the Norwich-London line occurs daily. I thought that ALL the interested MPs, not just Smith, were going to twist the railway company's tail to try to get this sorted out. The root cause of this rail chaos was the spiteful, doctrinaire, ill-judged, ill-considered and malevolent privatisation of British Rail by the John Major Tory Government. To use a metaphor, it is far easier to retouch a single picture than it is to do so for a jigsaw. Shattering BR into uncontrollable bits for private profits to be made was about the most stupid thing anyone could do. Oddly, the 1921 Railways Act, which consolidated dozens of small railway companies into the "Big Four" in 1923, and was the herald of the1947 nationalisation, was the work of a Coalition Government. Perhaps they could do it again.

    Report this comment

    T Doff

    Thursday, June 28, 2012

  • When are Chloe Smith's words going to match her actions when it comes down to the poor performance of the local rail service?Charles Clarke made sure it was improved regarding links to Cambridge.Why are the railways going downhill?

    Report this comment

    Peter Watson

    Thursday, June 28, 2012

  • I notice that everyone is blaming the railway company for the delays but no-one is taking into account that the survey was done just as the new people took over and they hadn't been given a chance to prove themselves. Also vandalisation hasn't been taken into consideration either, the service seems to have improved in recent months, so lets wait for the next survey before everyone condemns them.

    Report this comment

    Spooky

    Thursday, June 28, 2012

  • peter same applied for norman lamb . they all heralded a new era for trains when greater anglia took over . as alan partridge said this week - "great" used to mean something positive once !!

    Report this comment

    Double Bill

    Thursday, June 28, 2012

  • "jordan"-- steam trains were they?!!!!! lol

    Report this comment

    calmudownboy

    Friday, June 29, 2012

  • It is far too early to judge the performance of Greater Anglia in improving the performance of the line, so this poll is not really very helpful. Most of the problems are out of their control and relate to infrastructure and 'historic' factors. Their parent company has a very strong reputation in the UK and elsewhere. Give them many more months before assessing their competence. My own suspicion is that if they cannot make it work better, then no-one can. (By the way, I have no connection of any kind with Greater Anglia!)

    Report this comment

    Trevor Ashwin

    Thursday, June 28, 2012

  • Whilst Greater Anglia could be better, how much of this is caused by Network Rail?

    Report this comment

    Ben

    Thursday, June 28, 2012

  • To be fair, what company is going to invest in a system where they have only got about a twelve month contract ?. Now give them a 20 year contract then you might start seeing some improvements (like the greeters at Gt Yarmouth station). ha ha

    Report this comment

    "V"

    Thursday, June 28, 2012

  • How can anyone comment fairly when a company has been going for one week. I think Greater Anglia should openly admit when any delays are caused by them alone ie not Network Rail, not vandalism. Their carriages may be old but for any journey longer than 45 mins they are far more comfortable than the much newer Southern trains

    Report this comment

    jennifer jane

    Thursday, June 28, 2012

  • To be fair, what company is going to invest in a system where they have only got about a twelve month contract ?. Now give them a 20 year contract then you might start seeing some improvements (like the greeters at Gt Yarmouth station). ha ha

    Report this comment

    "V"

    Thursday, June 28, 2012

  • i spent 2 weeks recently travelling from yarmouth to norwich return. trains on time, but filthy dirty, inside and out, could hardly see out of windows. staff were excellent though.

    Report this comment

    calmudownboy

    Thursday, June 28, 2012

  • I have been late a few times because of trains being cancelled.The trains them selves are so dirty and old.You can,t even see out the windows.The trains must be 50 years old.God knows what the holiday makers think.About time they got a few new ones and do something with Yarmouth station.Its so miserble

    Report this comment

    jordan

    Friday, June 29, 2012

  • This service is a disgrace, can't tell you how many times I was late for work because the train was cancelled, delayed etc with no information at Wymondham station. Also my husband booked tickets online and went to pick them up in Norwich, only to discover on the day of travel that the machine had only given him a return ticket. Customer services did not want to know and then charged him £45 for another ticket. This is not what I call improvement.

    Report this comment

    saccol

    Thursday, June 28, 2012

  • Generally speaking its Railtrack thats at fault,and the infra structure,and the train operator being blamed,though the Locos and Rolling Stock leave much to be desired.It seems in tradition this line has always had secondhand trains.

    Report this comment

    Albert Cooper

    Thursday, June 28, 2012

  • Doing a great job under difficult circumstances. Improving the Lowestoft - Ipswich line with the Beccles loop now in place, is a good example of progress in improving our rail service. Lets see the hour service up and running and how about restoring the London through service that was taken off by dreadful NXEA. This survey is all rather silly since it is too early in the life of the railway company to judge overall performance.

    Report this comment

    Port Watcher

    Thursday, June 28, 2012

The views expressed in the above comments do not necessarily reflect the views of this site

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