Customer service improving at Diss rail station

Friday, 19 October 2012

Diss rail station has come out on top after a mystery shopping exercise named it the best station for customer service on the Greater Anglia network.

Greater Anglia’s rail stations were assessed from 16 September to the 13 October as part of a regular mystery shopping exercise to check that stations are meeting the standards that customers expect of them.

Diss emerged as the best performing station on the network for customer service with an overall score of 96%. The station also achieved a perfect score of 100% for the provision of information to customers and 97% for the standard of the toilet facilities.

All Greater Anglia rail stations are regularly assessed by mystery shoppers for the standard of their facilities and level of customer service.

Results for the last six assessment periods show that as a moving annual average, station scores across the network are consistently increasing, meaning a better experience for passengers at all stations on the route.

Diss itself has seen an improving score over the last three assessment periods and was second in the league table of all stations in the previous assessment period.

Greater Anglia’s Area Customer Service Manager, James Reeve, said, “I am pleased to see that Diss station has been judged the best in the mystery shopping surveys. We still have some work to do to achieve even higher scores in the future, but this is a good start and demonstrates our commitment to continuously improving customer service and creating a welcoming environment for station users.”