Top customer service score for Luke, conductor

Monday, 13 October 2014

Top customer service scores for Abellio Greater Anglia employee Abellio Greater Anglia has recognised a Conductor who achieved top marks for excellent customer service when secretly assessed by mystery shoppers.

Luke Putland, who works as a Senior Conductor, was praised for his good rapport with customers and helpful, friendly attitude and given a score of 100% for excellent customer service when secretly assessed by a mystery shopper on the train.

This is the sixth time that Luke has achieved the 100% score.

Luke works on trains between Norwich and London Liverpool Street and also on rural services in Norfolk and Suffolk between Norwich and Great Yarmouth, Lowestoft and Sheringham.

Conductor Manager, James Oakley, said, “I am delighted that Luke has again been recognised for delivering excellent customer service. His attention to detail, efforts to provide customers with accurate and timely information and his friendly, approachable manner make him a real asset to the team. I would like to thank him for helping to create a pleasant on board experience for our customers.”

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