Cambridge station employee achieves perfect customer service score

Monday, 29 October 2012

Greater Anglia has recognised employee Doyl D’Silva for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.

Doyl is a familiar face at Cambridge rail station where he staffs the ticket gates and helps passengers if they need assistance and information.

Doyl scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in October.

Area Customer Service Manager, Paul Stannard, commented, “Doyl always goes the extra mile to provide excellent customer service and a warm welcome to passengers. I would like to congratulate him on this perfect score and thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Doyl scored 100% when he was assessed by a mystery shopper between 16th September and 13th October 2012.

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.”