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East Anglia: Rail passengers still don’t feel they get value for money on region’s trains

PUBLISHED: 11:46 25 June 2014 | UPDATED: 11:56 25 June 2014

An Abellio Greater Anglia train at Colchester

An Abellio Greater Anglia train at Colchester

Archant

Passengers in East Anglia still don’t feel they get value for money from the region’s main rail operator.

But overall the satisfaction with Abellio Greater Anglia has improved over the last 12 months according to the nation’s largest survey of passenger views.

The Passenger Focus survey was carried out between February and April this year, and 2,313 passengers were interviewed on Abellio Greater Anglia trains.

This showed that overall the passenger satisfaction on services had increased since the same period last year, going up from 77% satisfied to 81%. However only 35% were satisfied with the value for money of services, unchanged from spring 2013 and the second worst figure in the country after SouthEastern trains.

Commuters are the least happy travellers, with only 75% being satisfied with their journeys. Business travellers (87%) and leisure travellers (88%) are much happier to let the train take the strain.

And while InterCity passengers from stations in Suffolk, Norfolk and north Essex showed an 83% satisfaction level, those on “Mainline” commuter trains from London to Colchester, Clacton, Harwich, and Ipswich registered only 77% satisfied.

The Mainline commuters are the least satisfied of all – with only 70% being satisfied with the service.

Leisure travellers on the region’s rural services are happiest of all with their trains – 95% are satisfied with their services.

Anthony Smith, Passenger Focus’s chief executive, said: “It is good news that overall satisfaction with Britain’s railways remains steady.

“Congratulations to Abellio Greater Anglia and East Coast for significant improvements. Some other operators have to work hard to recover passenger confidence after difficult periods.”

Jamie Burles, Managing Director, Abellio Greater Anglia said: “It is pleasing that the latest National Passenger Survey shows an encouraging trend of improvement on the two previous surveys and indicates that Abellio Greater Anglia is performing better than the London and South East sector average for customer satisfaction.

“We recognise there is much more to do in focusing on further improvement and consistency in customer service and train service performance, and in key areas that are important for our customers such as rolling stock upgrades.

“The positive customer benefits that will form part of the direct award franchise contract we have agreed with the Department for Transport commencing in July, will include improvements to rolling stock, new and additional train services providing extra capacity and further investment in customer service.”

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