Published on: Thursday, 17 January 2013
Last updated: Wednesday, 5 October 2016
Greater Anglia has recognised employee Brian Pearce for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.
Brian staffs the ticket gates at Broxbourne rail station and was praised for his professional manner and friendly attitude which sees him always make time to provide the best possible service and assistance to customers.
Brian’s friendly, approachable manner and helpful attitude saw him gain a perfect score of 100% when he was secretly assessed by a mystery shopper.
Area Station Manager, Nicola Lee, said, “Brian 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 Brian achieved a perfect score of 100% when assessed as part of a recent mystery shopping exercise held between 9th December 2012 and 5th January 2013.
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.”