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Greater Anglia named second worst operator in country for passenger satisfaction on morning of disruptions

PUBLISHED: 09:51 18 February 2013 | UPDATED: 10:09 18 February 2013

Commuters on the platform at Seven Kings station

Commuters on the platform at Seven Kings station

Archant

Greater Anglia is the second worst train company in the country for customer satisfaction, according to research by consumer group Which?.

Only 42 per cent of passengers were satisfied with the operator, which runs the Metro service from Liverpool Street to Shenfield as well as routes to Essex and Norfolk.

Cllr Wes Streeting said “it would be news” if Greater Anglia services were on time.

He added: “We’re paying over £200 a month from Chadwell Heath and the service is poor.”

The only operator with a lower score was First Capital Connect, with 40 per cent satisfaction.

More than 7,500 people were asked for their opinion in the survey conducted in November.

Nationwide, only 22% of train users felt the service they received was improving despite rising ticket prices.

Which? executive director, Richard Lloyd, said common complaints included trains being delayed, overcrowded and dirty.

He added: “Customer service should be top of the agenda for every train operating company.

“It is good to see some are performing well on service, but customers clearly feel others need to do better.”

But a Greater Anglia spokesman said the sample size was “extremely small” compared to a recent national survey that recorded an improvement in customer satisfaction to 83 per cent in autumn last year.

She added: “At Greater Anglia, we continue to welcome all customer feedback as part of the efforts we are making to improve and invest in our train services since taking over the franchise in February last year.”

The news came on a morning of disruption for commuters after services were delayed when a train stopped at Goodmayes because of the volume of people trying to board.

Stations including Seven Kings, Goodmayes and Chadwell Heath were cut out of services trying to make up time.


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