OUR JOURNEY TO THE PERFECT SCORE - DALSTON KINGSLAND

The 100 Club was established to celebrate stations achieving a perfect score of 100 across all Staff & Information Survey (SIS) visits each quarter.

Mystery shoppers visit each station six times a quarter and assess against criteria including staff deployment and service provision.

Local managers have been organising celebratory events for stations joining the 100 Club, most recently, at Gospel Oak and Dalston Kingsland, who joined the 100 Club in Q1.

Colleagues at Dalston Kingsland put in a substantial effort to win the perfect SIS score. Taking part in SIS training, where scenarios are arranged to challenge colleagues to apply themselves to meet customer expectations.

Olubunmi Orisabiyi, service delivery manager, prides herself in organising these sessions. She said about the training: "The more we are aware and practice, the more natural it becomes. I tell my team to treat every customer like a mystery shopper. This practice lets them test their knowledge of all areas they should be familiar with such as lost property, step-free access stations, delay payments, journey planning, and tourist centres. As the more you give that knowledge out, the more you master it."

Dawn Kolokotroni suggested Dalston Kingsland have a physical celebration to celebrate their win. Usually, a box of chocolates, vouchers and certificates are presented to colleagues to acknowledge their achievement. Praising her colleague, Olubunmi said: "I'd like to say well done to Dawn. As she treated everyone equally, the agency and ARL colleagues were awarded badges and vouchers for contributing to great customer service."

James Chamberlain, customer host, expressed his delight in winning the award: "I was pleasantly shocked and surprised by our achievement. I am full of pride in myself and my colleagues. I hope we can maintain these standards. Others I know are trying to gain access to the 100 Club. I did enjoy the celebration and truly loved my 100 badges."

A huge congratulations to Theresa Opoku-Ware, Jamie Chamberlain, Gary Marshall, Tony King, Jaspal Sian, Shelton Shaw, Yeldo Vadakel, Comfort Oloruntoba, Bunmi Olanrewaju, and all the agency team at Dalston Kingsland.