Top customer service score for Abellio Greater Anglia employee

Tuesday, 1 July 2014

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

Daniel Grimwood, from Waltham Cross, works in the Ticket Office at Ponders End rail station (on Abellio Greater Anglia’s London Liverpool Street to Hertford East railway line) and was praised by a mystery shopper for his friendly, helpful attitude and professional manner when serving customers and dealing with their enquiries.

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.

Area Customer Service Manager, Alan Neville, said, “I would like to congratulate Daniel on his perfect score. Daniel has an exemplary attention for detail and maintains the station and ticket office in a pristine condition, focusing on providing excellent customer service at all times, and I would like to thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Daniel achieved his perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 25th May and 21st June 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.”