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Mystery shoppers award Liverpool Street station full marks

Liverpool Street Station has been rated 100% for customer service, cleanliness and information provision in the most recent mystery shopper survey carried out at the station.

Mikkel Paris, Network Rail's Liverpool Street station manager, said: "For one of the busiest stations in the country to score full marks on a survey like this is really impressive. More than a million passengers use the station each week and it’s great to know that they appreciate the facilities and customer care offered by Network Rail and our colleagues at National Express East Anglia."

All stations are assessed for customer service and quality standards on a regular basis by mystery shoppers who visit stations and experience the service as any member of the public would. The mystery shoppers rate the provision of customer service and cleanliness in all parts of the station, as well as assessing the quality of public address announcements and information provided.

Liverpool Street Station is an extremely busy station and to achieve the highest possible score is an outstanding achievement. This has only been made possible thorough the close partnership working between Network Rail and National Express East Anglia.  

Colin MacConnachie, National Express East Anglia’s Manager at Liverpool Street Station, said: "Liverpool Street station is one of the busiest stations in Europe. More people pass through the station each day than go through Heathrow Airport so keeping the station looking tip-top is quite a challenge. This makes obtaining the maximum score in the mystery shopping survey something to be really proud of. We work closely with the team at Network Rail to help ensure our customers’ experience of the station is as good as possible and we are working together to improve this even further in the future."


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