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Mustard video: Passengers give their verdict on train services in Norfolk and Suffolk

16:49 22 January 2014

Graphic showing the Autumn 2013 National Rail Passenger Survey. Graphic by Ollie Hoff

Graphic showing the Autumn 2013 National Rail Passenger Survey. Graphic by Ollie Hoff


Passengers using InterCity rail services between East Anglia and London showed the largest overall increase in satisfaction in the country during 2013.


But other aspects of Greater Anglia’s performance remained patchy, according to the passenger satisfaction survey run by the government’s official rail watchdog.

Click here to view a graphic

The Passenger Focus survey showed that overall satisfaction increased on Greater Anglia between surveys in spring and autumn of last year – but remained lower than it had been during the autumn of 2012.

However, on its InterCity route between London and Norwich through Ipswich and Colchester, the overall satisfaction was 91pc, one of the highest in the country and showing the largest increase.

And 56pc of passengers using that route felt their tickets offered good or satisfactory value for money, another significant increase.

Overall satisfaction of the company’s services was 80pc– 3pc higher than it had been in the spring of last year but 3pc lower than it was in autumn 2012.

The survey highlighted another area that needed attention, which was the state of Greater Anglia’s on train toilets. The satisfaction level for these fell by 7pc over the year.

A spokesman for Greater Anglia said Autumn 2013 was challenging for the company because it included the St Jude storm in October which caused disruption to train services.

Ruud Haket, Managing Director, Abellio Greater Anglia said: “We have continued to make some good progress investing in more station improvement schemes, in better customer service and rolling stock upgrades.

“We remain absolutely committed to doing what we can to deliver a better service for customers and in delivering improving levels of train service performance.”

Overall satisfaction on First Capital Connect services was 79pc- 3pc higher than last spring, but 2pc lower than it was in autumn 2012.

Only 37pc of passengers felt they received value for money on the price of their tickets on the company’s services, which was 5pc up on last spring but 1pc down on autumn 2012.

Satisfaction with punctuality also increased on last spring by 3pc, with 74pc in total feeling reliability was good. This percentage was 7pc higher than on autumn 2012.

The views of customers on the company’s Great Northern route, which runs from King’s Cross to King’s Lynn via Cambridge and Peterborough, were also positive, with 80pc satisfied overall and 35pc feeling they received value for money for their ticket.

A further 75pc of passengers were happy with punctuality on the Great Northern route.

David Sidebottom, acting chief executive of Passenger Focus, said: “Although generally satisfaction has remained fairly high over the last five years, we want to see a more consistently high level of service for passengers, wherever they may be travelling to and from.”



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