Member of Parliament for Clacton

Douglas Carswell

02 FEB 2016

Rising customer satisfaction with Abellio Greater Anglia still hides persistent problems, argues Douglas Carswell

Clacton MP Douglas Carswell this week questioned the usefulness of new customer satisfaction research on Abellio Greater Anglia.

The survey, carried out by rail passenger watchdog, Transport Focus showed that Abellio Greater Anglia was the most improved UK rail franchise, with the overall satisfaction level rising from 75% to 81% during spring and autumn 2015.

However, the data also shows this level to be lower than the national average, and satisfaction was no greater amongst Abellio's customers with respect to the frequency of trains or their punctuality. Compared to 25 other rail franchises, Abellio was fifth from bottom.

The consultation to determine who has the franchise on the Clacton to London Liverpool Street route concluded in December 2015, with a decision expected on the franchise in June 2016.

After the data release, Douglas commented:

"Abellio Greater Anglia has for too long focused on piecemeal improvements in their service for commuters: the odd lick of paint here, some new rolling stock there.

"What really matters to constituents are the frequency and consistency of their train service. Persistently poor service is not acceptable to us in other industries and services. Why should that be the case with how we get to work?

"I hope the Department for Transport thinks long and hard about the next franchise."

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