Conductors achieve top customer service scores

Thursday, 29 November 2012

Greater Anglia has recognised four Conductors for excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.

Norwich based conductor, Kevin Bell, Colchester conductor, Lee Pratt, Wickford based Jeff Dance and Clacton conductor Martin Gilbertson scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

Greater Anglia’s Customer Service Director, Andrew Goodrum, said, “I am delighted that these conductors 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.

“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.”

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 14 October and 10 November 2012.