Greater Anglia has improved rail punctuality, and passenger satisfaction is now 81%, according to the latest independent Transport Focus survey. This is an increase of 8% from Autumn 2018.

This figure increased to 90% on the Stansted Express route, with both Greater Anglia’s rural and intercity routes at 86% overall satisfaction.

Customer satisfaction with punctuality also rose, from 71% to 82%.

This is because Greater Anglia has started an initiative to improve the performance and punctuality of rail services in East Anglia, with the improvements making sure there were fewer delayed trains. This increased, as over 35,000 services that were late in 2018, arriving within one minute of their scheduled arrival time in 2019.

The most significant improvements in customer satisfaction, according to the survey, were:

• Reliability of the internet connection on trains, up 13 points
• Punctuality/reliability, up 11 points
• Connections with other train services, how well the company deals with delays, facilities for car parking, and availability of wifi at stations, which are all up by nine points.
• There was also a six-point jump in customer satisfaction with the frequency of services.
• Satisfaction with value for money also improved by five points.

During peak times, customers are satisfied with the improvements made to the information on trains about delays, and punctuality & reliability and availability of seating at stations.

During off-peak times, customers are satisfied with the improvements in the reliability of the internet connection on trains, availability of wifi at stations and the length of time the journey was scheduled to take.

What did the officials say?

Jamie Burles, Greater Anglia managing director, said:

“It’s very pleasing to get results like this from an independent survey of our customers, but we are determined to do even better.

“We’re working hard to improve every aspect of the railway in our region, including punctuality, how we deal with delays and increasing the frequency of services. We are committed to providing a reliable service more and more consistently, avoiding the type of disruptive period we recently experienced on our regional routes, for which we apologise sincerely

“We’ve also invested in enhancing our stations, with better facilities, new ticket machines and £25 million of car park improvements including installing Automatic Number Plate Recognition at 20 station car parks.

“We now have new trains on all of our rural routes and the roll-out is continuing on our intercity route, with all the new intercity trains due in service by Easter. This spring our new electric suburban trains are due to start entering passenger service on some of our busy commuter routes in Essex.

“We believe customers will start to see a further positive step change in service standards in the months ahead.”

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