Top customer service score for Jackie

Thursday, 28 August 2014

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

Jackie Scales, who works in the Ticket Office at Ware rail station, was praised by a mystery shopper for her friendly, helpful attitude and professional manner when serving passengers and dealing with their enquiries.

Jackie received the 100% score, the highest score possible, when secretly assessed by a mystery shopper whilst carrying out her duties.

Abellio Greater Anglia’s Area Customer Service Manager, Kevin Walton, said, “Jackie is customer-focused and takes great care to provide a good service at the Ticket Office. She is also a great role model, actively encouraging her colleagues to do the same. I would like to congratulate Jackie on this perfect score and thank her for her efforts.”

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Jackie achieved her perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 20th July and 16th August 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.”