Conductors achieve top marks for customer service

Tuesday, 17 September 2013

Greater Anglia has recognised five Conductors who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.

David De Tarrier, David Poynton, Mark Robertson, Dave Bragger and Angelo Bonandi scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

Conductor Manager, Dennis Harris, said, “As a team, the focus is on delivering excellent customer service at all times, offering our customers help, information and assistance to make their journey more comfortable and pleasant. I’m delighted that this has been recognised and would like to thank these Conductors for their efforts. They are a great asset to the team.”

Angelo Bonandi works on the mainline between Norwich and London and also on services from Norwich to Great Yarmouth, Lowestoft and Sheringham. David Poynton works on the Norwich – Cambridge line and Mark Robertson, Dave De Tarrier and Dave Bragger work on mainline train services between Norwich and London

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 21st July and 17 August 2013.

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.”