A series of mystery shopping surveys have demonstrated improving customer service at rail stations along Greater Anglia’s West Anglia route. In the most recent assessment period (22 July – 18 August 2012), Cheshunt, Ponders End, Tottenham Hale, Walthamstow Central and Stansted Airport stations were in the top ten highest scoring stations across the entire Greater Anglia network.
All the stations scored above 90% overall and Cheshunt station scored 100% for the provision of information at the station and was the highest scoring station on the network with an overall score of 93%.
At Tottenham Hale the recently installed new toilet facilities were given an excellent score of 98%.
All Greater Anglia rail stations are regularly assessed by mystery shoppers for the standard of their facilities and level of customer service.
Greater Anglia’s Customer Service Director, Andrew Goodrum, said, “I am pleased to see that the quality of our station environments is improving, as shown by these good mystery shopping scores. We still have some work to do to achieve even higher scores in the future across the network, but this is a good start and demonstrates our commitment to continuously improving customer service and creating a welcoming environment for station users.”