Greater Anglia conductor becomes 1000th employee to achieve top customer service score

Friday, 11 November 2016

A railway conductor from Norwich has become the 1000th Greater Anglia employee to achieve 100% in an anonymous mystery shop.

Paul Freeman scored top marks for providing excellent customer service, after being secretly assessed by a mystery shopper whilst carrying out his duties. He has become the 1000th person to receive a perfect 100% score in a mystery shop since Greater Anglia started operating the franchise in February 2012.

Andrew Goodrum, Greater Anglia’s Customer Service Director, said: “I would like to congratulate Paul on his perfect score and thank him for his efforts. I am delighted that we have now seen 1000 employees on our route independently recognized for their dedication in delivering excellent customer service and would like to congratulate them all on doing their best for customers every day.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. He was scored on a number of factors from his announcements, information given and personal presentation.