Greater Anglia conductor becomes 1000th employee to achieve top customer service score

Friday, 11 November 2016

A railway conductor from Norwich has become the 1000th Greater Anglia employee to achieve 100% in an anonymous mystery shop.

Paul Freeman scored top marks for providing excellent customer service, after being secretly assessed by a mystery shopper whilst carrying out his duties. He has become the 1000th person to receive a perfect 100% score in a mystery shop since Greater Anglia started operating the franchise in February 2012.

Andrew Goodrum, Greater Anglia’s Customer Service Director, said: “I would like to congratulate Paul on his perfect score and thank him for his efforts. I am delighted that we have now seen 1000 employees on our route independently recognized for their dedication in delivering excellent customer service and would like to congratulate them all on doing their best for customers every day.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. He was scored on a number of factors from his announcements, information given and personal presentation.


Caption: Paul Freeman with Andrew Goodrum, Customer Service Director, Greater Anglia

Notes to Editors

For further information about this press release, please ring the Greater Anglia Press Office on +44 (0)1206 363955. For urgent or out-of- office hours calls, please leave a message by ringing +44 (0)7798 857385. We’ll get back to you as soon as we can. All recent press releases can be found on the Greater Anglia website at:

About Greater Anglia

The new Greater Anglia franchise began operating on 16 October 2016. It provides intercity, commuter and rural services throughout the region including the Stansted Express service. Greater Anglia is responsible for almost 2,800 employees, operates 1,300 train services per day and serves 132 stations.

About Abellio UK

Abellio UK is a UK-based company with offices in London and Glasgow. In the UK, we operate the ScotRail franchise, and the Merseyrail rail concession in a joint venture with Serco, as well as the Greater Anglia franchise. We also run several bus routes in Greater London and Surrey. Our role in transport extends beyond the journey from a-to- b. Our approach of sharing best practice, not just amongst ourselves, but across the wider transport industry enables us to provide thought leadership and innovation that makes a positive contribution to the communities we serve. Abellio is a wholly-owned subsidiary of Dutch Railways (NS - Nederlandse Spoorwegen).