Measuring passenger satisfaction and mystery shopping on Greater Anglia

20 April 2020

Transport Focus and its agency measured customer experience on Greater Anglia between April and September 2019. This was part of a continuous National Rail Passenger Survey (NRPS) and also included mystery shopping. You can see how this works in the Customer Experience performance model below which includes a summary of the results.

Please note that due to the coronavirus pandemic mystery shopping has currently been suspended.