Abstract
The study is based on a London Overground Customer Satisfaction Survey on 721 interviews conducted face-to-face during travel. These 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 and 14 fundamental questions were asked and rated from 0-10 scale. The study revealed that the customers are well satisfied with the service.
Background
Transport for London or TfL is a local government agency serving Greater London in England and it is not only the present transport authority of London but is also responsible for a number of aspects of their transportation system especially the London Overground Railway. It came into effect due to the Greater London Authority Act 1999 and is a part of the Greater London Authority. It came into being in 2000 and succeeds the earlier London Regional Transport or LRT. Its main task is to implement various transportation strategies for managing transport services in Greater London. As the TfL is directly under the control of board members appointed by the Mayor of London himself, it is responsible for implementing the transport strategies drawn out by the Mayor for the betterment of Greater London. London Rail under TfL is responsible for the London overground, docklands light railways and trams. They also have to coordinate with the National Rail Service of London since they virtually have no direct control over the latter.
Aim
To understand the level of London Overground Customer Satisfaction.
Methodology
The best statistical method was employed and thus interviews with long well formulated day-to-day working procedure were carried out at specific and well-selected locations. The research was conducted by an external research organisation and the fieldwork was conducted between 31st May – 15th June 2008. Interviews were carried out face to face on trains. 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. Attributes are rated on a scale of 0-10 where 0 is extremely dissatisfied and 10 is extremely satisfied. Mean scores (e.g. 7.4) are calibrated to provide a score out of 100 (74).
Throughout the procedure, it was noticed whether there are specific variables within the testable population or not. These variables were extremely important while evaluating the basic data in the final stages where the adjustments would be made to the formulated data in accordance to the observations. The responses from the people were evaluated based on the qualitative analysis techniques that has been identified and researched upon. The methods that are normally adopted included analysing the generic responses, the psychological and preferential responses of the respondents. In addition to this, the qualitative analysis was also used for bringing forward the various suggestions that originate from the respondents.
Findings (result)
The survey showed that in the context of Satisfaction with your personal safety on train, Satisfaction with condition and state of repair of station, Satisfaction with availability of seats on trains, Satisfaction with your personal safety on the station and Satisfaction with general information about train times and routes at the station the customers are very much satisfied with the authority.
On the other hand, in the context of Satisfaction with value for money, Satisfaction with cleanliness and freedom from litter on-train, Satisfaction with Information about service disruption given at the station and Satisfaction with the trains on this route generally running on time, the customers’ responds were only moderately satisfied.
However, the level of satisfaction became much lower but above the general level of satisfaction when asked about the condition of Satisfaction with the number of staff seen today at the station, Satisfaction with the condition and state of repair of the train, Satisfaction with information about service disruptions on the train, Satisfaction with the number of staff seen today on the train and Satisfaction with the number of trains an hour on this route.
Conclusion
As per the survey, it is clear that the TfL is working towards providing the people of London with safer transport systems that are comfortable and attractive. They also have an official website that, among others, provides daily updates and information regarding traffic conditions. TfL has also proposed to freeze the fare for a few years and also limit metro rail fares. They have introduced Smartcards and Travel cards for the commuters to simplify tickets and faring structures. By tackling congestion of traffic in London TfL aims towards improving their air quality for making the environment healthy and at the same time promoting safer and better modes of travelling.
Recommendation
However, it can be stated that there is still room for improvement. Apart from sustaining the good service provided by the TfL, the authorities should concentrate on the basic aspects indicated by the customers. The stuff and transport help should be increased, trains should be in better condition and better maintained. Alongside, information about service disruptions on the train should be handier and the frequency of the trains should be increased.