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Abellio Greater Anglia satisfaction data

Note: From Autumn 2015 Abellio Greater Anglia does not include West Anglia Inner or Metro routes

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Abellio Greater Anglia.

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 73% 83% 77% 80% 81% 80% 75% 81% 77% 79%
How satisfied were passengers with train punctuality and reliability? 70% 83% 74% 78% 77% 77% 75% 75% 71% 73%
How good was the cleanliness of the inside of the trains? 57% 62% 57% 64% 60% 60% 61% 76% 73% 81%
How satisfied were passengers with the value for money of the price of their ticket? 30% 37% 35% 36% 35% 37% 34% 42% 36% 42%

To access more detailed data on each satisfaction measure, choose a question:

Abellio Greater Anglia complaints data

Note: From Autumn 2015 Abellio Greater Anglia does not include West Anglia Inner or Metro routes

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 141 complaint appeals in 2015 about Abellio Greater Anglia.

Using this graph you can explore the appeals to Abellio Greater Anglia.

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2011 2012 2013 2014 2015 2016
Penalty fares/unpaid fares notice/prosecution 0 24 29 59 61 25
Complaints handling 0 51 59 57 35 16
Fares, retailing and refunds 0 42 24 34 30 11
Train service performance 0 28 30 46 27 22
Quality on train 0 15 16 22 18 1

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 61 This is up 3% on the previous year
Complaints handling 35 This is down 39% on the previous year
Fares, retailing and refunds 30 This is down 12% on the previous year
Train service performance 27 This is down 41% on the previous year
Quality on train 18 This is down 18% on the previous year