Sixth top customer service score for conductor, Stephen

Tuesday, 4 November 2014

Abellio Greater Anglia has recognised a Conductor who achieved top marks for excellent customer service for the sixth time when secretly assessed by mystery shoppers.

Stephen Capps was praised for his good rapport with customers and helpful, friendly attitude and given a score of 100% for excellent customer service when secretly assessed by a mystery shopper on the train.

This is the sixth time that Stephen has achieved the 100% score.

Stephen is a Conductor on the company’s mainline service between Norwich and London.

Conductor Manager, Dennis Harris, said, “I am delighted that Stephen has again been recognised for delivering excellent customer service. He is a great asset to the team and I would like to thank him for his continued efforts to create a pleasant on board experience for our customers.”

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Stephen achieved his perfect score when assessed as part of a recent mystery shopping exercise carried out between 14th September and 11th October 2014.

Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said, “Since the Abellio 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.”