More than half of First Capital Connect and Abellio Greater Anglia customers not “satisfied” with service, survey claims

An Abellio Greater Anglia train at Manea railway station.

An Abellio Greater Anglia train at Manea railway station. - Credit: Archant

Less than half of rail customers are satisfied with First Capital Connect and Abellio Greater Anglia’s service, a survey has revealed.

According to the report by consumer association Which?, 43 per cent of First Capital Connect customers were satisfied with the service, which is the joint lowest among train companies.

Abellio Greater Anglia only fared marginally better, with 46 per cent saying they were satisfied. Grand Central had the best satisfaction score of 76 per cent.

The report was based on responses from more than 7,000 commuter and leisure travellers on journeys they had taken in the 12 months ending November 2014.

The criteria for the survey included availability of seating, cleanliness of toilets and carriages, punctuality and value for money.


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Travellers were also asked if they had experienced a delay on the last journey they had taken with their train company.

Thirty per cent of Abellio Greater Anglia customers and 33 per cent of First Capital Connect passengers said they had experienced a delay on their last journey. The national average was 29 per cent.

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A spokesman for the Rail Delivery Group, which represents rail operators and Network Rail, said: “While almost nine out 10 trains now arrive on schedule, we are investing billions of pounds so that we make good on that promise more often and improve passengers’ satisfaction with our services.”

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