GBR Anglia – which brings together the leadership of c2c, Greater Anglia and Network Rail Anglia under a single, unified structure – has scored 90% for punctuality in the latest Rail Customer Experience (RCXS) Survey figures.
The Rail Customer Experience Survey (RCXS) is an industry-wide survey that gathers regular feedback from passengers about their rail journeys across the UK. From the period covering 1 April to 25 July, the survey revealed that GBR Anglia customers recognise it as one of the UK’s most punctual operators, with c2c and Greater Anglia scoring 90% and the Stansted Express 92%.
GBR Anglia Chief Customer and Commercial Officer, Rob Mullen, said: “Providing customers with a safe, reliable and punctual service is our number one priority. The results of the RCXS survey reflect the continued focus on delivering reliable services and improving the customer experience across the railway in Anglia.
“We know there is always more work to do to improve in certain areas and we are committed to continually improving services. We are delivering improvements through our infrastructure renewals and maintenance programmes, as well as working with partners such as the British Transport Police, Samaritans, WalkSafe and local authorities to drive new safety initiatives across our network.”
“We’ll keep on working to enhance every aspect of our service for customers and communities throughout our region.”
As part of GBR Anglia, c2c saw significant improvements in Value for Money and Crowding scores, with both improving by 7%, while Train Personal Safety increased by 3%. Overall, Value for Money, Punctuality, and Crowding scored better than industry average.
Meanwhile, Greater Anglia’s Overall Satisfaction increased from 88% to 90% in the latest scores, with Train Cleanliness also improving from 84% to 86%. Additionally, Station Personal Safety and Station Cleanliness also saw improvement.
Finally, satisfaction with the Stansted Express service remains strong, with Overall Satisfaction unchanged at 92%. In the latest scores, Punctuality improved from 91% to 92%, while Train Cleanliness improved from 88% to 91%. Furthermore, Train Personal Safety has increased from 91% to 93%.
Image credit: GBR Anglia
