Top customer service scores for Tanya and Duarte, Cambridge

Thursday, 13 November 2014

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

Tanya Harrison, who staffs the Help Desk on platform 1, and Duarte Sousa, who staffs the 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.

Abellio Greater Anglia’s Area Customer Service Manager, Paul Stannard, said, “I would like to congratulate Tanya and Duarte on their perfect scores. They are a great asset to my team and I thank them for their efforts to deliver consistently excellent customer service.

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Tanya and Duarte achieved a perfect 100% score when assessed as part of a recent mystery shopping exercise carried out between 12th October and 8th November 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.”