October 2 2014 Latest news:
Monday, March 3, 2014
Trainer operator Greater Anglia has the lowest satisfaction rating of all rail companies in the country, according to a Which? survey of more than 7,000 regular travellers.
Together with Southeastern, its satisfaction score was only 40per cent, while First Capital Connect scored 41per cent.
Both Greater Anglia and First Capital Connect operate train services out of Ely.
Great Anglia takes passengers from Ely into to London, Peterborough, Cambridge, Bury St Edmunds and Norwich with First Capital Connect running from Ely into King’s Lynn and London.
Ten of the 19 train companies had satisfaction scores of less than 50per cent, with Merseyrail, at 70per cent, the best-performing company.
The overall satisfaction scores were based on satisfaction with a company and the likelihood of customers recommending the company. On average, those surveyed had travelled by train 32 times in the previous 12 months.
Which? executive director Richard Lloyd 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.”
An Abellio Greater Anglia spokesman said: “We are disappointed by the findings of the Which? survey.
“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.”
A First Capital Connect spokesman said: “We are disappointed, especially after the far larger National Passenger Survey showed overall satisfaction scores of 79pc, but we listen to all feedback and are taking steps to deliver what passengers want.”