Travel in London Travel in London

7. The Customer Experience
proportion of which are made with the 9.46 million Oyster cards that are in regular
use) are captured by TfL’s ticketing and other automated systems, providing a huge
amount of information – ‘big data’ – about how people travel around the Capital.
TfL is actively analysing and improving its capability to apply big data to provide
better transport: we can measure and anticipate the impact of changes to our
services, as well as the effects of alterations to London’s landscape such as new
housing, offices and shopping developments. Of course, to protect customers’
private information, TfL removes all personal details from the data that we analyse:
but while the information used is anonymised, the benefits are increasingly
personalised.
As part of our work to manage rising travel demand, we are using big data to
develop programmes that encourage customers to explore alternative travel
options. This is particularly useful during peak times when the transport system is
close to capacity. With the information our customers provide, their needs can be
‘segmented’. This means that we can email them with travel information updates
that match their travel patterns and typical choice of transport service. TfL is also
using big data to send automatic refunds to customers when there has been a
material delay to their journey.
7.8 Customer perception and satisfaction of the wider transport
experience
Previous Travel in London reports have detailed a wide range of improvements to
aspects of the customer experience, and the overall impact of these on selected
customer perception/satisfaction indicators related to the wider transport
environment in London that have been tracked as part of the formal MTS strategic
outcome indicator set.
Results are presented in terms of mean scores out of 100 (these are not percentage
scores), based on a response ranking system from zero (lowest satisfaction) to 10
(highest satisfaction). TfL interprets these scores in a semi-subjective way, based on
experience (this albeit open to different interpretation by different people). Figure
7.10 shows the available time series for these indicators – note that not all
indicators are available on a consistent basis for the entire review period, and that
TfL’s subjective assessment of the scores is represented by the bar to the right of
the graphic.
Perception of journey experience
This indicator looks at how London residents perceive their journeys overall. It
complements mode-specific scores reported above and recognises the complex
interaction between modes that is typical of travel in London.
The average satisfaction rating for travel in the Capital among Londoners in 2014
was 70 out of 100. This was the same as in 2013, but reflecting a substantial uplift
since the earliest measure in 2009, due to the range of improvements described
above in section 7.5.
135 Travel in London, Report 8