Top customer service score for David, Cambridge

Tuesday, 4 November 2014

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

David Coleman, who provides passenger assistance at the Stansted Helpdesk on platform 1 at Cambridge, was praised by a mystery shopper for being friendly, helpful and professional.

He 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 his duties.

Area Customer Service Manager, Paul Stannard, said, “I would like to congratulate David on his perfect score and thank him for his efforts to deliver consistently excellent service to customers. He is a great asset to the team, always ready and willing to help and he ensures customers receive the information or assistance they require, whatever their needs.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and David achieved his perfect 100% score 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.”