Ipswich station employee achieves top marks
Abellio Greater Anglia has recognised an employee for excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.
Chris Lay provides passenger assistance at Ipswich rail station where he was praised by a mystery shopper for his friendly, helpful attitude and professional manner when helping customers and dealing with their enquiries on the platform.
He received a score of 100% for his excellent customer service, the highest score possible, when secretly assessed by a mystery shopper whilst carrying out his duties.
Presenting Chris with his award, Area Customer Service Manager, Alan Trett, said, “I would like to congratulate Chris on his perfect score. He is an excellent ambassador for Abellio Greater Anglia and I would like to thank him for his efforts to deliver consistently excellent service to customers when providing assistance on the platform.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Chris achieved his perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 2nd and 29th March 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.”