Abellio train operator Greater Anglia has won the Train Operator of the Year award at the annual national Rail Business Awards for 2012. This independent recognition for the regional train operator comes only just over a year into its franchise, which began in February 2012. It provides a major external endorsement of the improvements made to date by the company in many aspects of its operations.
This includes better punctuality, higher customer service standards, greater customer engagement, improved ticketing, station upgrades, integrated transport improvements and reduced weekend service disruption for passengers (as a result of a new agreement with Network Rail as part of the alliance between the two companies). Greater Anglia was also complimented for its excellent service during the London Olympic and Paralympic Games.
Praising Greater Anglia for its winning entry, the judges said: “Performance during the first year of operation has been very impressive. This came across very clearly in its excellent submission.”
The accolade follows an increase in customer satisfaction amongst Greater Anglia’s passengers in the most recent National Passenger Survey to 83% and improved annual punctuality to over 92%, the highest level for the East Anglian franchise in at least 12 years. The company has also made ticket purchase much easier with more ticket vending machines, a smartphone app, trials of mobile ticketing and “print-at-home” ticketing. In addition, Greater Anglia is also playing a leading role in the development and delivery of the East Anglian Rail Prospectus, working proactively with regional stakeholders to make the case for greater investment in rail services in the region. Commenting on the recognition of Greater Anglia’s progress Ruud Haket, Managing Director said: “I am delighted that barely a year into our short franchise, we have received this independent endorsement of our achievements. To be bracketed amongst the leading UK train companies at such an early stage is a tribute to the commitment and dedication of our employees.
“We know we have much more to do to achieve the consistency of service that our customers rightly expect, but we have made significant steps forward in punctuality, information provision and ticket purchasing facilities already and we are passionate about delivering high standards of customer service day in, day out, for passengers across our network.
“We are committed to making further service improvements over the remainder of our short franchise to July 2014 and to continue to work with regional stakeholders to help secure the long term investment needed to further upgrade train services in East Anglia – focusing on the priorities highlighted in the East Anglian Rail Prospectus. Our focus will always be on continuously improving rail services for the customers and communities we serve.”
