Top marks for Anne Grumbt, Cambridge station

Thursday, 8 May 2014

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

Anne Grumbt works in the ticket office at Cambridge rail station and was praised by a mystery shopper for her friendly, helpful attitude and professional manner when helping customers and dealing with their enquiries.

She received a score of 100% for her excellent customer service, the highest score possible, when secretly assessed by a mystery shopper whilst carrying out her duties.

Presenting Anne with her award, Area Customer Service Manager, Flavio Lopes, said, “I would like to congratulate Anne on her perfect score. She is an excellent ambassador for Abellio Greater Anglia and I would like to thank her for his efforts to deliver consistently excellent service to customers.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Anne achieved her perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 30th March and 26th April 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.”