Greater Anglia key statistics - Table 2.12
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
2,869
167
114.9
3,886.5
32.9
1,611.0
2011-12
2,878
167
122.8
4,035.6
33.3
1,611.0
2012-13
2,973
167
126.4
4,146.9
33.9
1,611.0
2013-14
3,008
167
135.2
4,350.3
34.1
1,611.0
2014-15
3,118
167
143.4
4,524.0
34.2
1,611.0
2015-16¹
2,859
131
91.7
3,877.0
29.8
1,591.2
2016-17
2,903
132
82.0
3,796.4
29.1
1,591.2
2017-18
3,075
133
81.3
3,802.1
28.5
1,591.6
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
90.4%
94.8%
0.3%
1.9%
98,112
2010-11 Quarter 2
90.3%
95.0%
0.3%
1.9%
101,270
2010-11 Quarter 3
83.5%
90.7%
1.0%
3.0%
98,844
2010-11 Quarter 4
87.8%
94.1%
0.4%
1.7%
103,121
2011-12 Quarter 1
91.4%
95.7%
0.3%
1.5%
104,169
2011-12 Quarter 2
89.5%
94.2%
0.5%
2.5%
106,383
2011-12 Quarter 3
86.8%
93.5%
0.4%
2.3%
103,326
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
24.2
:
:
99.8 %
2010-11 Quarter 2
30.8
:
:
99.9 %
2010-11 Quarter 3
32.0
:
:
99.8 %
2010-11 Quarter 4
22.0
:
:
99.3 %
2011-12 Quarter 1
18.3
:
:
98.0 %
2011-12 Quarter 2
30.1
:
:
98.9 %
2011-12 Quarter 3
41.5
:
:
99.2 %

2011-12 Quarter 4
88.3%
94.0%
0.4%
2.3%
108,487
2012-13 Quarter 1
91.7%
95.5%
0.3%
2.0%
107,538
2012-13 Quarter 2
92.3%
96.3%
0.2%
1.7%
111,639
2012-13 Quarter 3
89.2%
95.0%
0.3%
1.8%
107,577
2012-13 Quarter 4
89.1%
94.3%
0.3%
2.4%
105,480
2013-14 Quarter 1
93.1%
96.6%
0.1%
1.6%
108,009
2013-14 Quarter 2
90.6%
95.4%
0.1%
2.2%
110,014
2013-14 Quarter 3
86.0%
93.0%
0.4%
2.8%
103,779
2013-14 Quarter 4
89.5%
94.9%
0.2%
2.3%
106,123
2014-15 Quarter 1
90.4%
95.3%
0.2%
2.1%
108,546
2014-15 Quarter 2
88.2%
93.9%
0.3%
2.8%
111,731
2014-15 Quarter 3
86.6%
93.7%
0.3%
2.5%
108,089
2014-15 Quarter 4
90.5%
95.4%
0.2%
2.1%
106,442
2015-16 Quarter 1
89.8%
94.8%
0.3%
2.3%
109,277
2015-16 Quarter 2
88.9%
94.3%
0.2%
2.7%
111,520
2015-16 Quarter 3
85.6%
92.9%
0.4%
2.7%
107,463
2015-16 Quarter 4
89.4%
94.7%
0.3%
2.4%
107,526
2016-17 Quarter 1
89.8%
94.3%
0.3%
2.8%
110,681
2016-17 Quarter 2
88.4%
94.1%
0.3%
2.7%
112,458
2016-17 Quarter 3
85.0%
93.0%
0.4%
2.7%
110,123
2016-17 Quarter 4
88.8%
94.2%
0.4%
2.7%
107,207
2017-18 Quarter 1
89.9%
95.0%
0.3%
2.3%
110,461
2017-18 Quarter 2
89.6%
94.8%
0.3%
2.5%
113,426
2017-18 Quarter 3
86.6%
93.5%
0.3%
2.9%
108,113
2017-18 Quarter 4
86.2%
92.3%
0.4%
4.2%
102,694
2011-12 Quarter 4
34.8
:
:
83.2 %
2012-13 Quarter 1
27.6
:
:
95.7 %
2012-13 Quarter 2
26.1
:
:
99.0 %
2012-13 Quarter 3
30.4
:
:
98.5 %
2012-13 Quarter 4
35.6
:
:
98.7 %
2013-14 Quarter 1
24.2
:
:
98.4 %
2013-14 Quarter 2
26.3
:
:
99.3 %
2013-14 Quarter 3
41.6
:
:
64.9 %
2013-14 Quarter 4
28.6
:
:
96.1 %
2014-15 Quarter 1
27.4
:
:
99.5 %
2014-15 Quarter 2
35.0
:
:
99.1 %
2014-15 Quarter 3
33.8
:
:
99.2 %
2014-15 Quarter 4
28.4
:
:
96.0 %
2015-16 Quarter 1
34.5
94.8 %
94.8 %
99.3 %
2015-16 Quarter 2
62.3
90.9 %
90.9 %
99.2 %
2015-16 Quarter 3
57.0
84.4 %
84.4 %
98.3 %
2015-16 Quarter 4
50.2
89.6 %
89.6 %
98.8 %
2016-17 Quarter 1
49.4
90.6 %
90.6 %
97.7 %
2016-17 Quarter 2
51.9
87.0 %
87.0 %
98.2 %
2016-17 Quarter 3
67.5
61.3 %
61.3 %
97.2 %
2016-17 Quarter 4
67.4
69.0 %
69.0 %
99.1 %
2017-18 Quarter 1
57.9
76.8 %
76.8 %
99.5 %
2017-18 Quarter 2
52.1
56.7 %
56.7 %
98.8 %
2017-18 Quarter 3
48.3
46.2 %
46.2 %
83.7 %
2017-18 Quarter 4
59.6
33.4 %
33.4 %
70.6 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
88.0%
93.7%
0.5%
2.1%
401,347
2011-12
89.0%
94.3%
0.4%
2.2%
422,365
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
27.0
:
:
99.7%
2011-12
31.5
:
:
97.4%

2012-13
90.6%
95.3%
0.3%
2.0%
432,235
2013-14
89.8%
95.0%
0.2%
2.2%
427,925
2014-15
88.9%
94.6%
0.3%
2.4%
434,808
2015-16
88.4%
94.2%
0.3%
2.5%
435,786
2016-17
88.0%
93.9%
0.4%
2.7%
440,469
2017-18
88.1%
94.0%
0.3%
3.0%
434,694
2012-13
30.0
:
:
98.0%
2013-14
30.3
:
:
86.4%
2014-15
31.2
:
:
98.4%
2015-16
49.2
89.8%
89.8%
98.9%
2016-17
59.1
75.1%
75.1%
98.1%
2017-18
54.4
53.2%
53.2%
87.9%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
¹ On 31 May 2015 a number of services transferred from Greater Anglia to create a new franchise known as TfL Rail (this is the precursor to Crossrail). At the same time, a number of Greater Anglia services were transferred to London Overground. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has been remapped to reflect the franchises as they exist today. The 2016-17 Q4 data are, therefore, fully comparable with data from previous quarters.
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/