TRAIN operator National Express East Anglia will bow out of the Observer area on an all-time low, according to a damning passenger survey.
Watchdog Passenger Focus says the firm – which surrendered the franchise to Dutch transport giant Abellio on Saturday – had the lowest number of contented customers in Britain last year.
In its annual report for 2011, the results of which have just been released, NXEA ranked bottom for overall satisfaction at 77 per cent – meaning almost one in four travellers was unhappy.
By contrast, highest performer Grand Central – an Arriva-owned operator in the North East – boasted a satisfaction rate of 95 per cent. The national average for regional operators was 86 per cent.
Abellio, which has rebranded the service as Abellio Greater Anglia, has vowed things will improve and created several new directorships in a bid to tighten the reins.
According to the Passenger Focus report, 47 per cent of passengers felt NXEA’s fares were poor value for money – a higher result than the vast majority of rival operators, who scored 30 per cent or below.
Broken down by route, satisfaction rates on the Stansted Express service were much higher than the London-to-Cambridge West Anglia line, at 82 per cent to 74 per cent. The West Anglia line’s result was the lowest of NXEA’s six routes across the East of England.
But only 27 per cent of Stansted Express passengers felt value for money was good or satisfactory, compared with 30 per cent travelling on West Anglia services.
Because Abellio will be the first operator since privatisation to look after stations, which was previously infrastructure owner Network Rail’s responsibility, it has created the new role of asset management director.
The firm has also appointed a new commercial director to “reflect the commitment to growth and investment in marketing”, as well as a projects director to liaise with other companies over this summer’s Olympics and the London Crossrail project.
Among the improvements promised by Abellio are station refurbishments, new mobile e-ticketing systems, more staff on platforms and the launch of a connecting bus from Audley End station to nearby Saffron Walden.
Despite its customers’ verdict, NXEA got five nominations in this year’s independent Rail Business Awards – including the Rolling Stock Award for launching 120 new Class 379 Electrostar carriages on the Stansted Express route last year. Winners will be announced next Thursday.
