Monitoring Bus Users' Experiences

MQT on 2007-05-23
Session date: 
May 23, 2007
Question By: 
Jennette Arnold OBE
Labour Group
Asked Of: 
The Mayor


The current increase in my postbag arises from complaints about the quality of service on a number of successful bus routes. Will the Mayor outline what measures are in force to monitor the quality of the experiences of users on London's buses?


Answer for Monitoring Bus Users' Experiences

Answer for Monitoring Bus Users' Experiences

Answered By: 
The Mayor

The level of service provided is monitored in several ways:· Monitoring the performance of bus routes against established targets, taking action with operators where operational difficulties lead to delays. · Mystery traveller & customer satisfaction surveys measure journey aspects such as the ease of boarding and smoothness of ride.· Direct contact with passengers. TfL's London Buses Customer Services department responds to thousands of service suggestions and complaints from passengers every week. The details of all complaints are recorded and actioned.