Top customer service score for Lorraine and William

Tuesday, 14 October 2014

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

Lorraine Dixon, who provides passenger assistance on the platform, and William Tuitt, who staffs the automatic ticket gates, were praised by a mystery shopper for being friendly, helpful and professional.

Both 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 their duties.

Area Customer Service Manager, Kevin Walton, said, “I would like to congratulate Lorraine and William on these perfect scores and thank them for their efforts to deliver consistently excellent service to customers.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Lorraine and William achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 17th August and 13th September 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.”