Published on: Thursday, 4 October 2012
Last updated: Wednesday, 5 October 2016
Greater Anglia has recognised employee John Gooch for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.
John is a familiar face on the platform at Broxbourne 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, Alan Neville, said of John’s perfect score, “John is quiet, diligent and focused on delivering very good customer service. He has a very sound knowledge and carries out all station activities to a high degree.”
Chris Hewitt who works in the ticket office at Broxbourne also scored 100% for customer service in the previous mystery shopping surveys which were carried out between 22 July and 18 August 2012.
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis.
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.”