Top customer service score for Ipswich station employee

Monday, 17 December 2012

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

Gareth is a familiar face at Ipswich rail station where he provides assistance to passengers at the Information Desk.

Gareth scored 100% for his friendly, helpful manner and excellent rapport with customers when secretly assessed by a mystery shopper in November.

Area Customer Service Manager, James Steward, commented, “Gareth is an outstanding member of the team, always going the extra mile to help people. 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. Gareth scored 100% when by a mystery shopper between 14 October and 10 November 2012.

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.”