In an effort to help improve passengers’ journeys on its network, train operator Greater Anglia has launched a new customer satisfaction survey.

The survey, with the title ‘We’re All Ears’, provides customers with the opportunity to leave feedback about every aspect of a specific journey. The survey information being collected includes, but is not limited to, the availability and provision of information, how helpful are the company’s staff and its onboard team, and general comments about the operator’s stations and trains.

The system behind the survey uses intelligent software to categorise the responses and asks extra, more-detailed, questions on areas that customers have identified as needing attention. To best understand customer perceptions, the survey includes a small number of both open and closed questions.

The survey is designed to be filled in anytime, anywhere, and only takes a few minutes to complete. It can be accessed online through greateranglia.co.uk/allears or by scanning the relevant QR codes at Greater Anglia stations. A direct link to the survey will also soon be made soon through Greater Anglia’s WiFi portal.

Greater Anglia has previously conducted a survey to find out what improvements disabled passengers twould like to be made .

Greater Anglia’s Head of Customer Experience, Neil Atkin, said, “We’re looking to use the information from our new survey to better understand what the recurring issues are, make appropriate changes and so provide a better service.

“We want to continually improve in the areas that customers tell us are most important.

“The more passengers that complete the survey, the more insight we’ll have to enable us to do this.”