Rail company Abellio Greater Anglia has said it's "disappointed" by the findings of a new Which? customer satisfaction survey.
The company said they had scored much higher results in the separate National Passenger Survey.
A spokesman added: "We are working closely with Network Rail to provide more consistent and better levels of train service performance building on the improved punctuality we have delivered since taking over the franchise in 2012."
We are also focused on improving train cleanliness and working with our industry partners in making the case for rolling stock upgrades.
More top news
Norfolk Police are reminding motorists to take extra care as temperatures drop, following a number of collisions around the county.
Temperatures may have plunged at the close of the year but 2014 will be written up in the record books as the hottest ever in East Anglia.
Around 5,000 homes remain without water in Norfolk today, meaning that water bowsers have been brought in. Here's where you can find them.