Top customer score for Arlene, Broxbourne

Saturday, 18 October 2014

Abellio Greater Anglia has recognised an employee at Broxbourne rail station for excellent customer service which saw her score top marks in a recent ‘mystery shopping’ survey.

Arlene Sharp, who provides passenger assistance on the platform at Broxbourne, was praised by a mystery shopper for being friendly, helpful and professional.

She received a score of 100% for providing excellent customer service, the highest score possible, after being secretly assessed by a mystery shopper whilst carrying out her duties.

Area Customer Service Manager, Rob Turner, said, “I would like to congratulate Arlene on her perfect score and thank her for her efforts to deliver consistently excellent service to customers.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Arlene achieved her perfect 100% scores when assessed as part of a recent mystery shopping exercise carried out between 14th September and 11th October 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.”