Published on: Thursday, 19 February 2015
Last updated: Wednesday, 5 October 2016
Abellio Greater Anglia has recognised an employee at Cambridge rail station for excellent customer service which saw her score top marks in a recent ‘mystery shopping’ survey.
Tanya Harrison, who provides passenger assistance on the platform, was praised by a mystery shopper for being friendly, helpful and professional.
She 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 her duties.
On presenting her certificate, Area Customer Services Manager, Paul Stannard, said, “I would like to congratulate Tanya on her perfect and well deserved score and thank her for her efforts to deliver consistently excellent customer service to passengers.”
Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Tanya achieved a perfect 100% score when assessed as part of a recent mystery shopping exercise carried out between 9th November and 6th December 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.”