Top customer service score for Abellio Greater Anglia employees

Friday, 4 July 2014

Abellio Greater Anglia has recognised two employees for excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.

Carole Carrington, from Canvey Island, and Joshua Quirk, from Southend, were praised by a mystery shopper for their friendly, helpful attitude and professional manner when serving customers and dealing with their enquiries.

Both received a score of 100% for excellent customer service, the highest score possible, when secretly assessed by a mystery shopper whilst carrying out their duties.

Carole has clocked up almost two decades working in the Ticket Office at Wickford, even volunteering her time to cover special events which require additional support, such as opening the Ticket Office at Burnham-on-Crouch during a recent Art Trail station event. This is her second 100% score.

Joshua is a relief ticket office clerk, covering all offices between Billericay and Southend, and has worked for Abellio Greater Anglia for the last two years.

Area Customer Service Manager, David Cameron, said, “I would like to congratulate Carole and Joshua on their perfect scores and thank them for their efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Carole and Joshua achieved their perfect scores 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.”