Greater Anglia Tops Twitter Complaint Poll

21 May 2015, 07:34

Greater Anglia was the most complained about train service on Twitter last year, according to a new report.

Passenger company CommuteLondon found rail passengers sent more than 473,000 tweets to companies that provide services into the capital when analysing key words such as "fault", "profit", "angry" and "frustrated".

Out of the 14 companies it focussed on, Greater Anglia had the most negative tweets with 72,861.

Next was First Great Western (FGW) with 64,302, followed by Southern with 61,715.

The company which generated the least number of negative tweets was Chiltern, with 5,676.

The 473,661 negative tweets also included many thousands related to the heating of carriages and crime on the railways, although not all these warmth/crime tweets were negative.

Based on key words such as "too hot'' "air con'' and "sauna", Abellio Greater Anglia generated the most tweets - 1,677 - while FGW was second with 1,524 and South West Trains (SWT) third with 1,497.

Great Northern generated the fewest tweets, just 101, and in this "overwarm'' category there were a total of 11,179.

Also analysed were words such as "sub zero'', "freezer'' and "icicles''.

On this basis, again Greater Anglia was the subject of the most tweets - 1,702. Next was FGW with 1,565, followed by Southeastern with 1,297. First Capital Connect had the least tweets, just 168, and all told, there were 12,076 in this category.

CommuteLondon also looked at how Twitter is used to report crime, with words such as "pick-pocket'', "thieves'' "fight'' and "drunk'' being looked for.

There were 7,408 tweets using crime language, with Greater Anglia having the most - 1,322. Next was SWT with 894, followed by Virgin Trains with 892.

Of total tweets, c2c and London Midland had the highest proportion related to crime. director Daren Wood said: "Commuters are increasingly using social media sites like Twitter to publicly express their frustrations about their daily journeys.

"Train operators should be actively monitoring these interactions to improve services and help create a happy commuter experience.

"The more commuters share opinions on daily train services, the more information operators will have make to the necessary improvements.''

An Abellio Greater Anglia spokesperson said: "Twitter is a positive way in which we engage with our customers and with over 50,000 followers we are continuing to expand and improve the service.

"Our Twitter team provide immediate updates on train running matters which they can quickly pass on to customers requesting service information and travel advice.

"We also genuinely appreciate the feedback that we receive via Social Media which helps in our efforts to improve the services that we provide.

"In 2015 we are currently investing over £30m in improving our train fleet, customer service and train performance, and in better train cleaning."