Travel in London Travel in London

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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
7. The Customer Experience of the wider urban realm, not all of which can be controlled directly by transport providers. Perception of transport-related noise in local area Thinking about the area where they live, Londoners rated their satisfaction with transport-related noise as 77 out of 100 on average in 2014, which is regarded as being ‘fairly good’ according to TfL’s scale, and continues a steady upward trend in this indicator over the previous five years. 137 Travel in London, Report 8
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Travel in London Travel in London R
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Overview ..........................
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8.1 Introduction and content ......
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Overview Overview Travel in London
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Overview • Within the overall con
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1. Introduction and contents 1. Int
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Travel demand and performance of th
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2. Overall travel trends in London
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Travel in London Travel in London

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