Published on: Wednesday, 8 January 2014
Last updated: Wednesday, 5 October 2016
Abellio Greater Anglia has recognised three Conductors who achieved top marks for excellent customer service when secretly assessed by mystery shoppers.
Stuart Williamson, Angelo Bonandi and David Poynton scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.
The Conductors are all familiar faces on the Norwich – Liverpool Street Mainline train service.
Conductor Manager, Dennis Harris, said, “I am delighted that Stuart, Angelo and David 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. They are a great asset to the team.”
Customer service and quality standards at Abellio 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 10th November and 7th December 2013.
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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”