WRITE A REPORT ON THE RESULTS OF THE CUSTOMER

Customer Satisfaction Survey for London Over-ground

Customer Satisfaction Survey for London Over-ground

Introduction

TFL London Rail has recently conducted a customer satisfaction survey. The objective of the survey is to monitor customer perceptions of satisfaction with the service on London Overground.

Research methodology

The research was conducted by GfK NOP and the fieldwork was conducted between 31st May - 15th June 2008. Interviews were carried out face to face on train. Interviews were carried out at all times of the day on all days of the week covering all sections of the three London Overground routes. A total of 721 interviews were conducted. (Transport for London (TfL) 2009 Survey report. Pp. 7)

The Results

Almost all results showed an improvement on the previous quarter survey. A comparison of the results is shown below.

Mayor of London

Interpretation of the results comparison of quarter 1 and Quarter 2

1- Satisfaction with service overall

The +2 indicates an improvement in overall satisfaction compared to the previous year's quarter. 75 compared to the previous 73.

2- Satisfaction of ease with getting to the platform

There was an improvement of +1 in the satisfaction in getting to the platform which is 77 compared to the previous quarter's 76.

3- Cleanliness and freedom from Graffiti

The +4 shows a positive improvement in cleanliness and a freedom from graffiti. 78 from 74 of the previous quarter.

4- Satisfaction with condition and state of repair on station

Here again there's an improvement of +3 indicating better satisfaction of repairs on the station with 74 compared to the previous 71.

5- Satisfaction with your personal safety on the station

The mean scores again show an improvement in safety on the station from 75 to 79 which is again a +4.

6- Satisfaction with general information about train times and routes

From the 2008 figures again there's an improvement of a +7 compared from a 69 to 76. Respondents feel an improvement from the previous quarter.

7- Satisfaction with information about service disruption at a given station

There's again improvement in the information dept. providing better information service to customers about service disruption on stations. A +5 improvement from 64 to 69.

8- Satisfaction with the number of staff seen today at the station

An improvement of +1 in the readiness of the staff seen at the station. A positive attribute in staff availability from 60 to 61 in the present quarter.

9- Satisfaction with the condition and ...