With our new Greater Anglia franchise, the business is investing in methods of tracking and improving our customer experience. Currently we have two measures:
- The National Rail Passenger Survey
- The Customer Experience Performance Model
Please see below for our most recent results.
National Rail Passenger Survey
The National Rail Passenger Survey (NRPS) is a national survey which tracks passenger satisfaction when using rail services in the UK. The NRPS surveys are conducted and published twice a year (spring and autumn) by an independent customer body, Transport Focus. Please see below Greater Anglia’s latest satisfaction levels across various areas of the business.
Greater Anglia satisfaction scores
Wave Spring 2020
Overall Perceptions | % |
---|---|
Overall Satisfaction | 77% |
Value for Money | 42% |
Station Facilities | % |
---|---|
Overall Satisfaction (Station) | 83% |
Ticket Buying Facilities | 79% |
Upkeep/Repair of Station Buildings/Platforms | 75% |
Station Cleanliness | 78% |
Toilet Facilities at the Station | 63% |
Connections with Other Forms of Public Transport | 79% |
Car Parking Facilities | 52% |
Cycle Parking Facilities | 67% |
Overall Environment | 79% |
Personal Security at the Station | 76% |
The Provision of Shelter Facilities | 71% |
The Availability of Station Seating | 52% |
Availability of Wi Fi at Station | 41% |
The Choice of Shops/Eating/Drinking Facilities Available | 57% |
Delay Management | % |
---|---|
How Well Train Company Deals with Delays | 38% |
The Usefulness Of Information Supplied During Delay | 43% |
Train Facilities | % |
---|---|
Overall Satisfaction (Train) | 71% |
The Frequency of the Trains on that Route | 75% |
Punctuality/Reliability | 73% |
Speed - Scheduled Journey Time | 80% |
Connections with Other Train Services | 76% |
The Cleanliness of the Inside of the Train | 66% |
The Cleanliness of the Outside of the Train | 60% |
Upkeep/Repair of the Train | 61% |
The Space for Luggage | 58% |
The Toilet Facilities | 51% |
Levels of Crowding | 74% |
The Comfort of the Seating Area | 56% |
Step or Gap Between the Train and the Platform | 69% |
Personal Security On Board | 72% |
Reliability of the internet connection | 37% |
Availability of power sockets | 41% |
Customer Service | % |
---|---|
The Availability of Station Staff | 73% |
The Availability of Train Staff | 32% |
The Attitudes and Helpfulness of the Station Staff | 82% |
The Attitudes and Helpfulness of Train Staff | 59% |
How Request to Station Staff was Handled | 88% |
Provision of Information (Train Times/Platforms) | 86% |
Provision of Information During the Journey | 64% |
Historical satisfaction scores can be found on the Transport Focus website at the following link:
www.transportfocus.org.uk/research-publications/research/national-passenger-survey-introduction
Customer Experience Performance Model (CEPM)
The CEPM measures customer's experiences every 4 weeks using a mixture of independent audits and customer surveys.
Key Performance Indicators | Target | Average Oct 19 - Mar 20 |
---|---|---|
Customer Experience | 64.15 | 54.62 |
Presentation of Facilities | 84.38 | 83.41 |
Staff Performance | 92.60 | 97.23 |