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London Underground - Passenger Transport Survey
Overview
London Underground carries more than one billion passengers a year - as many as the UK's entire National Rail network. Three and half million journeys are made each day spanning 11 lines, 270 stations and 500 trains.
Situation
Customer engagement and service has always been important to the London Underground. The challenge was how to obtain passenger feedback across a vast network in a meaningful way. The voice of all demographics needed to be heard, and in as near real-time as possible. LU had been reliant upon face-face interviews but this was both expensive and time consuming.
Solution
LU chose to rent a number of kiosks which were rotated across the stations for two-week periods. The feedback was automated and - as part of our managed services - key reports were e-mailed every fortnight to LU management. The flexibility of our service also allowed LU to site an extra kiosk at short notice to any station it wanted to spotlight.
"CRT's real-time kiosk technology is very economical, easy to use, and can be moved from station to station".
Jim Muir, Senior Researcher, London Underground
Benefits
- low cost - with each completed survey costing less than 30 pence.
- no staff involvement required, allowing them to focus on their core tasks
- Customer intelligence significantly improved, enabling the LU to identify and act upon both local and broader issues.
- Feedback obtained from greater numbers
- Feedback more representative of all demographics.
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Download London Underground Case Study PDF |
