The government is to introduce independent “mystery shopper” reviews of a UK rail service for the first time to monitor customer service standards.
The Department for Transport said it wanted to set “challenging customer service targets” for the operator of the new East Anglia franchise, which has just gone out for tender.
The plans to monitor service standards will also include passenger surveys with the new franchise operator “expected to show clear year-on-year improvements”. There will be a financial penalty for the operator if these government-set targets are not reached.
The East Anglia rail franchise is currently operated by Abellio Greater Anglia, which has been shortlisted as a contender for the new franchise alongside First Group and National Express.
The new operator is due to take over the nine-year franchise in October 2016 with the decision on the winning bid set to be announced by the government in summer 2016.
As part of the new franchise, the winning operator will have to cut journey times to 90 minutes on London to Norwich journeys on at least two journeys in each direction on every weekday, as well as to add 180 extra weekly services, improve the quality of trains on the network and introduce free wifi for all passengers.
Rail minister Claire Perry said: “For too long, passengers in East Anglia have not had the high-quality rail services that they deserve. Our ambitious requirements will change that by making journeys significantly better than they are now.
“These plans will also ensure that East Anglia finally has a rail network that supports its growing economy.”