Measuring satisfaction and mystery shopping on Greater Anglia

06 May 2021

Greater Anglia measured customer experience in addition to the regular National Rail Passenger Survey (NRPS) to deliver continuous feedback. Much of it is similar to how satisfaction is measured as part of the NRPS with the addition of mystery shopping.

This report below shows results from this research for the year 2019-20.

Greater Anglia - continuous NRPS and mystery shopping

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