Tfl 91939 Buses Customer Experience Training

From September 2014 until December 2014, ORC International with Transport for London (TfL) Customer Research & Insight conducted a series of workshops with Bus Operators, the Buses Directorate and staff across TfL, who contribute to bus services. The aim was to identify the initiatives that can be undertaken in order to improve the customer experience on buses and help the directorate stay customer focused. In-depth research also showed that the driver is very visible on the bus and therefore plays a central role in delivering the sense of a ‘Human’ service, and in meeting customers’ underlying emotional needs, which impacts satisfaction. But bus staff see the driver’s role as functional. …

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