Friday, 4 January 2013

Statistics Over Customer Service

Passengers at Manningtree Station may have noticed a poster on the subway wall advising us all of the fact that from 7th January Harwich Branch services will not be held for late running connecting services.

This will ensure that trains on the Harwich branch will run on time, even if they're empty, thereby making the reliability figures look good.  If you have the misfortune to be on a late running connecting service then sadly you will have to wait.  This is an extraordinary decision to take, especially as there is so much padding in the existing Harwich branch timetable.  An indication sadly that Greater Anglia is more interested in reliability figures than providing good customer service.

This is clearly a decision taken by the company and not locally so please bear that in mind before taking out any frustration on the station staff.

No comments:

Post a Comment