Patron News – Greater Anglia Employees Achieve Perfect Customer Service Scores In Mystery Shopper Surveys

Greater Anglia has recognised four Conductors who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.

Nikki Scott, Cliff Knapp, James Deery and George Dell all scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

Conductor Manager, John Bellchamber, said, “I am delighted that four of my team have been singled out as delivering excellent customer service and would like to thank them for their efforts to create a pleasant on board experience for our customers. They are a great asset to the team.”

Nikki and James are familiar faces on trains between Ipswich and Cambridge. George is a Clacton based Conductor and Cliff works on mainline trains between Norwich and London Liverpool Street.

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and the Conductors achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 9th December 2012 and 5th January 2013.

Andrew Goodrum Greater Anglia’s Customer Services Director said:

“Since the Greater Anglia franchise began, we have been concentrating our efforts on improving the customer experience; one important element of this is to give our staff additional training, enabling them to provide the best service possible for the over two million passengers a week using our services in London and the East Anglia region. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”

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