1. ITV Report

Greater Anglia annual report shows improvement

Greater Anglia's first annual report Photo: PA

The rail operator Greater Anglia says it has been a positive first 15 months with progress in punctuality, customer service and communication. Abellio took over the franchise in February and says the figures show customers are having a better experience.

Greater Anglia's first annual report records Norwich to London services performing at their best levels for over 13 years. Punctuality reached a new high of 92.3% by 31st March 2013. In March 2012 it was just under 91%.**


The report also shows improvements in passenger satisfaction. The National Passenger Survey published by Passenger Focus in the Autumn 2012 recorded 83% of Greater Anglia's passengers as being satisfied, up from 73% in Spring 2012.


As well as refurbishing some of the stations and making improvements to trains, steps have also been made to improve customer information. All 1,600 frontline employees have been equipped with blackberrys and new information desks have been installed at some of the stations.**


"We are determined to raise service standards further, by continuing to improve and invest in the service we offer our passengers. Over the next 12 months, we remain absolutely committed to doing what we can to deliver a better service for customers during our short franchise and to working proactively with partners to secure the approvals and funding necessary to achieve major upgrades for East Anglia's rail network in the longer term."**

– Ruud Haket, Managing Director, Greater Anglia