Greater Anglia Trains has been rated as one of the worst services by passengers in a Which? survey of 7,000 travellers.
But Greater Anglia says a more comprehensive survey showed 81 per cent of its passengers were satisfied.
The consumer organisation asked passengers to rate the country’s train operators eight aspects of service, including availability of seating, value for money and overall condition of the train. Each train company also got a customer score based on passengers’ overall satisfaction.
Greater Anglia received a customer score of 47 per cent, which was only one per cent above South Eastern and Thameslink. Grand Central was top at 79 per cent.
Passengers gave Greater Anglia only two stars for cleanliness and value for money. It got three stars for seat availability, overall condition of the trains and punctuality, though it had four stars for reliability.
Though Which? found a third of passengers had been delayed on their last train trip, Greater Anglia was rated 13th out of 22 operators for punctuality with 22 per cent of passengers delayed. The other operators ranged from seven per cent to 31 per cent.
Which? has called for all operators to tell people they are entitled to compensation if delayed more than 30 minutes after finding nationally that 64 per cent of those delayed this long were not told of their rights when the delay occurred.
A spokesperson for Abellio Greater Anglia said: “The Which? survey is not as representative or comprehensive as the Autumn 2015 National Rail Passenger Survey when almost three times the number of passengers using our services were surveyed.
“In that survey 81 per cent of Abellio Greater Anglia customers told Transport Focus they were satisfied with the service, increasing from the 75 per cent who were satisfied in the spring.
“This was the highest increase in customer satisfaction amongst all operators and contrary to the Which? survey, satisfaction in key areas of the report for train and station cleanliness, upkeep and repair of the train and value for money showed improvement.”
“The National Rail Passenger Survey score reflects the £40 million investment that Abellio Greater Anglia is making during the current short franchise to improve its train fleet, customer service and performance.”