Greater Anglia's Christine Achieves a Perfect Customer Service Score in Mystery Shopper Survey

Monday, 6 August 2012

Greater Anglia has recognised employee Christine Skae for her excellent customer service which saw her score top marks in a recent ‘mystery shopping’ survey.

Christine is a platform assistant at Norwich station and assists many customers throughout the day with timetable queries, luggage and general enquiries.

Christine’s friendly, approachable manner and helpful attitude means that she has built up an exceptional relationship with passengers using the station, leading to her to gain a perfect score of 100% in the mystery shopping survey.

Station Manager, James Reeve, said, “Christine is a valued member of staff who always does her best to be welcoming and helpful to passengers. I would like to congratulate her on this perfect score and thank her for her efforts.”

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

Seven other employees also received top marks. They are:

• Lee Watts, a conductor based at Clacton
• Claire Smith, a member of ticket office staff at Clacton
• Richard Tann, a Revenue Protection Inspector at Bishops Stortford
• Asad Ahmed, a platform assistant at Stratford
• Ashley Deutschmann, a Revenue Protection Inspector at Marks Tey / London Liverpool Street
• Trevor Hodges, a member of ticket office staff at Shenfield
• Graeme Brown, a member of ticket office staff at Southend Victoria

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 and would like to congratulate our 100% achievers on their perfect scores.”