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7. The Customer Experience
Public transport customer satisfaction
This is a composite indicator based on scores for each of the individual modes
weighted by their respective share of total public transport travel in London (see
also figure 7.2 and the subsequent analysis). Scores have improved over recent
years, with a particular improvement to a value of 86 in 2014 – a ‘very good’ score
according to TfL norms.
Figure 7.10
100
95
90
Summary of trends in perception-based MTS strategic outcome indicators
for transport and quality of life. Mean scores out of 100.
Mean score (max 100)
85
80
75
70
65
60
55
50
2009 2010 2011 2012 2013 2014
Perception of journey experience
Public transport customer satisfaction
Satisfaction with public transport crowding TLRN road user customer satisfaction
Perception of the urban realm
Perception of transport-related noise
Source: TfL Customer and Employee Insight.
Satisfaction with public transport crowding
Scores for this indicator have increased gradually over the review period, reaching a
new high of 81 in 2014. The values correspond to a ‘good’ assessment according to
TfL criteria.
TLRN road user customer satisfaction
This indicator is defined as the satisfaction of London residents with the operation
of the Transport for London Road Network. The survey includes those who travel
on the TLRN by car (as driver), bus, cycle, motorcycle, commercial vehicle or as a
pedestrian. The index has been broadly stable over the review period at between 74
and 76, with a value of 74 in the latest available year.
Perception of urban realm
This indicator has shown an overall trend of slow improvement over the review
period. Scores are relatively low compared to those that look at aspects of the
transport system specifically, reflecting the fact that transport occurs in the context
136 Travel in London, Report 8