Top scores for Bob and Sahr

Monday, 11 August 2014

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

Bob Urch, who is a relief supervisor and Sahr Gborie, who is a platform host at Harlow Town station, were praised by mystery shoppers for their friendly, helpful attitude and professional manner when serving customers and dealing with their enquiries.

Bob and Sahr both received a score of 100% for excellent customer service, the highest score possible, when secretly assessed by mystery shoppers whilst carrying out their duties.

Area Customer Service Manager, Kevin Walton, said, “I would like to congratulate Bob and Sahr 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 Bob and Sahr achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 26th June and 19th July 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.”