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Greater Anglia at bottom of customer survey

Politics / Mon 17th Feb 2014 am28 09:10am

THE railway firm servicing Harlow has been ranked joint bottom in a national survey for satisfaction.

Greater Anglia customers are “forty” per cent satisfied with their service in a Which? questionnaire of more than 7,400 regular passengers reports The Essex Chronicle

Eleven out of 19 train operators were rated with less than 50 per cent satisfaction.

Merseyrail topped the board with a 70 per cent rating.

The executive director of Which? 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.”

Across the survey, eight in 10 passengers believed fares were too high and one in five commuters said they had been forced to stand on their last journey.

Greater Anglia rated lowest for cleanliness among commuters along with First Capital Connect.

Which?’s scoring system was based on overall satisfaction and likelihood to recommend a company.

Respondents were polled in early January, soon after the latest price rises.

The rail minister Stephen Hammond said: “As well as getting passengers to their destinations, operators should be working hard to improve the overall experience of their customers.

“Passengers have every right to expect trains to arrive on time and be clean, and while this can be a challenge, I expect operators to do all they can.”

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