Employee at Ingatestone station achieves top customer service score

Wednesday, 23 January 2013

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

Alan is a familiar face in the ticket office at Ingatestone rail station where he always extends a warm welcome to passengers and has come to know many customers by name.

He scored 100% when secretly assessed by a mystery shopper and was praised for his good rapport with customers and helpful, friendly attitude.

Area Customer Service Manager, Sarah Swanston, said, “I am delighted that Alan has been singled out as delivering excellent customer service and would like to thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Alan achieved his perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 9th December 2012 and 5th January 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.”