Top customer service scores for Alex and Andy

Thursday, 25 September 2014

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

Alexander Stibbs, who staffs the ticket gates, and Andy McNaughton, who provides passenger assistance on the platform, both received a score of 100% for excellent customer service when secretly assessed by mystery shoppers whilst carrying out their duties.

They were praised for their friendly, helpful attitude and professional manner when serving customers and dealing with their enquiries.

Interim Area Customer Service Manager, Petrina Murphy, said, “I am delighted that Alex and Andy received such good scores. They both go out of their way to be helpful and welcoming to passengers and always do their best to provide excellent customer service. I would like to congratulate them on their perfect scores and thank them for their efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Mark and Sahr 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.”