Greater Anglia win an award for customer satisfaction

Communities / Fri 25th Oct 2013 at 06:37am

GREATER Anglia has won an award for achievement in customer satisfaction.

The company responsible for services on the West Anglia line through Harlow was awarded the 2013 Achievement in Customer Satisfaction award at the British Quality Foundation’s UK Excellence Awards.

They recognise excellence and achievement across all UK organisations in all sectors – public, private and voluntary. The judges decided Greater Anglia’s progress in raising customer service standards, improving train performance and working with Network Rail to reduce disruptive weekend engineering work merited the title.

They were also impressed by the company’s initiatives to enhance the complete end-to-end journey experience for customers, by making ticket purchase easier with more on-line and mobile ticket options, upgrading integrated transport links with more cycle facilities at stations and better connectivity between trains and buses and other customer-focused improvements to trains, stations and customer information.

In addition, mention was made of Greater Anglia’s work to improve employee engagement and its proactive work with regional stakeholders to make the case for on-going investment and upgrades to the rail network and services in East Anglia.

Ruud Haket, managing director for Greater Anglia said: ““We’re delighted to receive this major award for improvements to customer service and satisfaction. It is a real tribute to the dedication and focus of our employees that we have achieved this accolade when bench-marked across UK organisations of all types – public, private and voluntary sectors – not just those in the rail industry.

“We know we have much more to do to meet the aspirations of our customers and deliver a higher quality service, more consistently. In particular, passengers are looking for more improvements to punctuality, customer information and the on-board travelling environment, so we are working hard to make further steps forward in these crucial areas. But this award from the highly respected British Quality Foundation provides a notable endorsement of our efforts and progress in providing a better train service for customers and stakeholders. We are committed to maintaining this positive cycle of improvements.”

The Achievement in Customer Satisfaction award is Greater Anglia’s third major award this year, after winning the Train Operator of the Year award at the Rail Business Awards in February and the Outstanding Teamwork Award, for its Olympic and Paralympics performance and customer service, at the Rail Innovation Awards in June.

It comes as the operator completes a company-wide training programme. Andrew Goodrum, Greater Anglia’s customer services director, commented, “The ‘Inspire’ programme has been instrumental in enabling our staff to provide the best service possible to over two million passengers a week using our services in London and East Anglia. I would like to thank Train4Change for helping us to deliver the programme, which is helping to embed the skills and behaviours required to progress as a truly customer-focussed organisation.”

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