Customer satisfaction surveys

MQT on 2007-05-23
Session date: 
May 23, 2007
Question By: 
Geoff Pope
Liberal Democrats
Asked Of: 
The Mayor


What categories of bus driver behaviour are included in the customer satisfaction surveys and how readily can TfL identify trends in particular behaviours over a period of years?


Answer for Customer satisfaction surveys

Answer for Customer satisfaction surveys

Answered By: 
The Mayor

TfL's Customer Satisfaction surveys involve face-to-face interviews with passengers as they alight from a bus. Passengers are asked to consider various aspects of the journey they have just made. These aspects include:· Overall satisfaction with journey just made· Information at stop/shelter· Cleanliness of stop/shelter· Reliability· Staff on bus· Information on bus· Cleanliness of bus· Condition of busThe surveys enable TfL to monitor customers' satisfaction with the quality of services provided, and identify areas for improvement. Mystery Traveller Surveys and Driver Quality Monitoring provide further data not only on core driving-related skills, such as braking, speed, door operation, but also on other behaviour that impacts on passengers, such as smoking or the playing of a radio.