Employee at Colchester North station achieves perfect customer service score

Thursday, 4 October 2012

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

Ray is a familiar face on the platform at Colchester North station where he works as a platform assistant dispatching trains, assisting customers and providing information.

He scored 100% for his friendly, helpful manner and excellent rapport with customers when he was assessed by a mystery shopper in September.

Area Customer Service Manager, Sham Rashid, said of Ray’s perfect score, “Ray is dedicated to his job role and enjoys his job. He loves to help people get from A to B. He does his job with a smile on his face and stands apart with his general uniform standards. He is a great asset to the team here at Colchester.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Ray scored 100% when he was assessed by a mystery shopper between 19th August and 15th September 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.”