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Greater Anglia's first annual report boasts of improvement

By Herts & Essex Observer  |  Posted: June 17, 2013

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GREATER Anglia, the train operator responsible for services across the Observer patch, has published a first Annual Report to Customers for its first year in charge - and promised to do better.

The document, available at stations, provides a summary of the company’s achievements and progress made from February 5 2012 until March 31 this year.

According to Greater Anglia, the highlights include working in partnership with Network Rail through a closer alliance. As a result the operator improved the Moving Annual Average (MAA) punctuality – which measures all trains over a 12 month average – from 90.9 per cent in March 2012 to a new high for the franchise area of 92.3 per cent in March 2013. This has subsequently improved again to 92.6 per cent in May 2013.

All the individual service groups (Mainline, Metro & Southend, Rural, Stansted Express & West Anglia) saw positive improvements in punctuality. In the autumn 2012 National Passenger Survey, 83 per cent of passengers said they were satisfied with the service, up from 77 per cent in the autumn 2011 survey and 73 per cent in spring 2012.

Greater Anglia says it has upgraded stations, invested in improvements to some of its trains and improved customer communication. All 1,600 of the company’s frontline employees have been equipped with smart phones to help provide better, more timely and accurate information to passengers.

The report also provides information on the good performance and service Greater Anglia delivered during last summer’s Olympics, as well as its work with MPs and stakeholders, making the case for further improvements to the network, and the efforts made by its staff to provide consistently good customer service, reflected in the award of Train Operator of the Year for Greater Anglia at the Rail Business Awards 2012.

Ruud Haket, managing director, said: “We have made good progress in improving the customer experience with some real steps forward in punctuality, customer service and communication.

"We recognise however, that there is much more to do. 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, and to work proactively with partners to secure the approvals and funding necessary to achieve major upgrades for East Anglia’s rail network in the longer term.”

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