An employee at Shenfield (UK) railway station was given top marks in a recent 'mystery shopping' survey.
David Brooks, who provides passenger assistance on the platform, was praised by mystery shoppers for being friendly, helpful and professional. After being secretly assessed, he received a score of 100 per cent, the highest score possible, for providing excellent customer service.
Passenger Focus, the independent consumers’ association, conducts regular checks of British railroads. As part of its research into rail ticket retailing, Passenger Focus’ team of mystery shoppers carry out over 400 visits to stations, more than 200 on-board train checks, around 250 calls to train operators’ telesales operations and 150 website checks annually.
According to the new research rail passengers seeking information and buying rail tickets are generally well served . 82% of British people are satisfied with their travelling experience.
“Generally passengers are getting accurate advice, given out by helpful and courteous staff – this is good news. This generally positive picture is marred by the fact that many passengers have to queue to buy tickets at stations or wait on the phone for much longer than they should do. The industry’s guidance says, that the passengers should wait for no longer than 5 minutes during the high season, and no long than 3 minutes during the off-peak. However, it’s not always so”, says Anthony Smith, Passenger Focus chief executive.
It is interesting to know, that the “Mystery Passenger’s” questionnaire by Passenger Focus contains 60 questions, ranging from the usual trip details to the information about passenger’s ethnicity and favorite pass-time on the train.