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

Monday, 6 August 2012

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

Richard is a Revenue Protection Inspector at Bishops Stortford and was praised for his professional manner, smart appearance and his helpful attitude which sees him always make time to provide the best possible service to customers.

Richard’s friendly, approachable manner and helpful attitude means that he has a good rapport with passengers, leading to him to gain a perfect score of 100% in the mystery shopping survey.

Area Revenue Protection Manager, Mark Burgess-Lawrence, said, “Richard is a credit to the railway. He always does his best to provide excellent customer service to passengers. I would like to congratulate him on this perfect score and thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Richard 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
• Christine Skae, a platform assistant at Norwich station
• 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.”