Fourth top customer service score for Conductor

Tuesday, 21 January 2014

Abellio Greater Anglia has recognised a Conductor for excellent customer service which saw him score top marks for the fourth time in a recent ‘mystery shopping’ survey.

Peter Frost, from Norwich, works as a Conductor on the Norwich – London Liverpool Street main line and scored 100% for his good rapport with customers and helpful, friendly attitude when assessed by a mystery shopper on the train.

Peter has worked as a Conductor for the past four years and since the start of the Abellio Greater Anglia franchise he has been awarded the top score of 100% by mystery shoppers on four separate occasions.

Abellio Greater Anglia Conductor Manager, Dennis Harris, said, “I would like to congratulate Peter on this excellent result. Since he joined the railway he has developed into a professional, consistent and reliable member of staff and I would like to thank him for his ceaseless efforts to create a pleasant on board experience for our customers.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Peter achieved his latest perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 8th December 2013 and 4th January 2014.

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.”