Top score for Bury St Edmunds station employee

Thursday, 6 December 2012

Greater Anglia has recognised employee Ross Taylor for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.

Ross received this accolade for the excellent service that he provides from the ticket office at Bury St Edmunds rail station.

He scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in November.

Area Customer Service Manager, James Steward, commented, “Ross always goes the extra mile to provide excellent customer service and a warm welcome to passengers. I would like to congratulate him on this perfect score and thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Ross scored 100% when he was assessed by a mystery shopper between 14 October and 10 November 2012.

Andrew Goodrum Greater Anglia’s Customer Services Director said:

“Since the 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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”