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The rail watchdog, OPRAF, has published a
damning survey on the service provided by West Anglia Great Northern following the latest
survey of passengers.
It shows that on 17 accounts WAGNs services were below the benchmark level of acceptability with only one category showing an improvement in the past six months.OPRAF The Office of Passenger Rail Franchising (OPRAF) was responsible for letting the 25 passenger train franchises operating on the national railway network in Great Britain. It now monitors and manages those franchises with a strong emphasis on protecting passengers' interests, fresh investment in the railway and quality of service.
WAGN customers voted that the company had slightly improved its printed information about train times and fares, but from then on it was bad news.
The research was carried out by The Oxford Research Agency, mostly using a self-completion on-train method.
Twice a year more than 2,500 customers are asked to rate the level of service they have experienced in the previous three months, on a scale ranging from 1, representing very poor to 10, representing excellent. Full details can be found at the OPRAF site. (The figures take time to download, so a summary is contained below in case you get tired of waiting, although those who use WAGN regularly may be used to that).
Below Average Service
Compared to the average benchmark of all services nation-wide, WAGN was below average in the following categories
Above Average Service
Compared to the average benchmark of all services nation-wide, WAGN was above average in the following category
Compared to the average benchmark of all services nation-wide, WAGN scored the average points total in the following categories
In response to the criticism contained in the survey WAGN issued the following statement:
"We take seriously any worsening trends in customer satisfaction and will act to deal with any deterioration wherever this is within our reasonable control. To address issues raised by the survey results we are taking a number of steps including:
WAGN serves the routes into London from Peterborough, Kings Lynn and Cambridge (including a non-stop service), and from Hertford, Enfield and Chingford. It also operates the Stansted airport shuttle. It operates into three principal London termini - Kings Cross, Moorgate and Liverpool Street.
This site is already gathering commuters feedback regarding the service particularly from Brookmans Park, Welham Green and Potters Bar.
Please ask your fellow commuters to log into this site and add their comments. The URL is http://ds.dial.pipex.com/brookmans
August 20, 1998, updated Sept 3.