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
A hospital in Cambridgeshire is calling for patients to stay away from A&E unless they have a serious or life-threatening condition.
More than a thousand little chicks found dumped in a field near Peterborough have been put down over fears of avian flu.
Milton Keynes-based GB Badminton say they're "staggered" by UK Sport's decision to cut their funding.