Travel in London Travel in London

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7. The Customer Experience Figure 7.8 Improving customer service – buses. Source: TfL Customer and Employee Insight. Figure 7.9 Improving customer service – road users. Source: TfL Customer and Employee Insight. On the roads our customers and users expect the environment to be safe and the roads and pavements well-maintained. Information such as road signage and road 132 Travel in London, Report 8
7. The Customer Experience markings needs to be clear and accurate. Those who travel in the Congestion Charging zone or who use the cycle hire scheme expect it to be easy to pay. Improving customer experience means reducing stress levels and improving reliability. This includes traffic flowing smoothly; consistent journey times; cycle hire customers always able to find a bike and a docking station available. Providing up-to-the-minute information about delays or disruptions and clear signage around roadworks with evidence that work is taking place start to demonstrate that we care. The factors that ‘delight’ pedestrians and other road users focus on a perfectly smooth journey, dedicated lanes for cyclists, and a culture of everyone sharing the road. Consistent rules for parking and loading, a pleasant environment and urban realm improvements are also part of the top-level delighters for road users. What are the priorities for the future? Rising population will put continued pressure on TfL’s services. Public transport services will be more crowded making capacity increases imperative; while on the roads there is little scope for capacity improvements. What TfL can do is keep improving our customer service whether people call in, contact us via Twitter or online, or talk to our staff in person. We will provide new types of training and support to bus drivers and recognise them when they help customers out. We will provide improved real-time information including on the roads and particularly for customers with disabilities. We will make our bus, Tube, rail and DLR stations easier to navigate and pleasant to use. We will design London’s urban space and roads to be more pleasant. See section 7.7 below for ways we are using technology to do this. Key priorities • Provide a consistently good customer service. • Address those issues that customers tell us are important and cause the most pain. For example, for bus customers this centres on information when things go wrong and driver behaviour. On the Tube it is about coordinating service announcements that reflect what the customer is experiencing, helpful staff and simpler fares and ticketing. On the roads the focus is on relieving congestion, reducing hold ups caused by road works and ensuring traffic flows smoothly, plus providing up-to-the minute information if there are problems. The introduction of new services will also have an impact. Looking to the future, Crossrail tunnelling is nearing completion and work will soon be starting on fitting out the new and fully accessible railway. This and other new services will help meet the demands of a growing population. 133 Travel in London, Report 8
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Overview Overview Travel in London
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