Greater Anglia Employee Achieves Perfect Customer Service Score in Mystery Shopper Survey

Monday, 10 September 2012

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

Jitesh, known as Jay, works as an area relief ticket office assistant at Maryland and Shenfield rail stations assisting customers and providing information.

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

Assistant Area Station Manager, Alan Whyld, said of Jay’s perfect score, “When assisting customers, Jay always puts himself in their position and asks himself ‘what would I want to know'?. He is also a very honest, friendly and warm person which shines through when he is helping passengers.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Jay achieved a top score of 100% when assessed as part of a recent mystery shopping exercise held during August.

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.”