Poll: Is Greater Anglia the worst rail service provider in the UK?
09:15 17 February 2014
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A survey or regular rail passengers has revealed that Greater Anglia is one of the worst-performing in the country in terms of satisfaction ratings.
The survey was carried out by Which? and took into account the views of more than 7,000 regular travellers.
Together with Southeastern, Greater Anglia’s satisfaction score was only 40pc, while First Capital Connect scored 41pc.
Ten of the 19 companies had satisfaction scores of less than 50pc, with Merseyrail the best-performing company at 70pc.
The survey, conducted among 7,415 UK adults in November 2013 also showed:
• 16pc of all passengers experienced a delay on their last journey, with this figure rising to 26pc for commuters
• 21pc of commuters said they were likely to have stood on their last journey
• 11pc said toilets were not in good working order
• 11pc said they had cause to complain about the last journey they had taken, but 75pc did not officially complain. Of those who did complain, more than half 55pc were dissatisfied with how it was handled
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.
“Seven rail franchises end in the next two years and we want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don’t.”