Above: A poster about the new survey. Credit: Greater Anglia Train operator, Greater Anglia, has launched a new customer satisfaction survey to help improve passengers’ journeys. The ‘We’re All Ears’ survey gives customers the opportunity to leave feedback about every aspect of a specific journey, including but not limited to, the provision of information, the helpfulness of its team or general comments about stations and trains. Using intelligent software, the survey system categorises the responses and asks extra, more detailed, questions on areas that customers identify as needing attention. The survey asks a small number of open and closed questions in order to best understand customer perceptions. Greater Anglia’s Head of Customer Experience, Neil Atkin, said, “We’re looking to use the information from our new survey to better understand what the recurring issues are, make appropriate changes and so provide a better service. “We want to continually improve in the areas that customers tell us are most important. “The more passengers that complete the survey, the more insight we’ll have to enable us to do this.” The survey can be filled in anytime, anywhere and only takes a few minutes to complete. It can be reached through greateranglia.co.uk/allears or by scanning the QR codes at stations. A direct link to the survey will also be available soon through Greater Anglia’s WiFi portal.
