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Improving TfL Customer Service

Questions to the Mayor of London – answered on 16th March 2020.

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Photo of Jennette Arnold Jennette Arnold Labour

What measures is TfL putting in place to improve its customer service to ensure that it is a listening organisation that responds professionally to issues raised when things go wrong?

Photo of Sadiq Khan Sadiq Khan Mayor of London

Complaints and other forms of feedback, such as customer surveys, are critical to understanding how Transport for London (TfL) is performing and where it can do better in the future.

Complaints are captured centrally, with details shared daily with the relevant part of TfL for review and resolution. Safety-related complaints are acted on immediately. Customer complaints and other feedback (e.g., social media postings) are discussed as part of the daily review of operational performance. This ensures that feedback reaches the operational teams quickly, so that improvements can be made.

Sometimes specific issues can be resolved immediately; however, often the feedback helps to identify problem areas that require a more comprehensive improvement plan. A good example is current work to improve real-time information during disruption, a known customer pain-point, which involves improvements to digital information, on-network information, and support from operation staff.

Complaint trends, together with customer satisfaction surveys and mystery-shopping are used to monitor longer term performance and areas of strategic focus.