Rail stations score top marks for customer information

Tuesday, 22 July 2014

Abellio Greater Anglia rail stations have achieved top marks in a recent mystery shopping exercise for the information they provide to customers.

Abellio Greater Anglia’s rail stations were assessed from 26th June to 19th July 2014 as part of a regular mystery shopping exercise to check that stations are meeting the standards that customers expect of them.

Thirteen stations across the Abellio Greater Anglia network (Broxbourne, Bury St Edmunds, Chadwell Heath, Diss, Goodmayes, Great Yarmouth, Harold Wood, Highams Park, Lowestoft, Rayleigh, Rye House, Stowmarket and Walthamstow Central) all scored 100% for the information they provide to customers.

The criteria for scoring points for good information provision includes: visible signage and directions, a clear Public Address system and regular announcements, the provision of Customer Information Screens which provide timely and accurate information, relevant timetables and posters on display, local bus and taxi information available, as well as clearly displayed opening times, No Smoking signs, maps and Welcome posters etc.

All Abellio Greater Anglia rail stations are regularly assessed by mystery shoppers for the standard of their facilities and level of customer service.

Abellio Greater Anglia’s Customer Service Director, Andrew Goodrum, said, “I am delighted to see that thirteen stations across the network have achieved the top score for the information they provide to customers. Our teams are working hard to provide excellent customer service at all times and good information provision at stations is a key element of this. These stations set a great example which I know others will be aiming to follow.”