To explore older people's perceptions of London's streets and understand the barriers to walking to help inform TfL's new strategy to walking
Understand current practices, barriers, benefits and reception to retiming and consolidating deliveries for both businesses and operators in London.
To explore customer reactions to the text/call alert service trialled on some Dial-a-Ride services to establish if this feature should be rolled out across all Dial-a-Ride services in London.
To understand Londoners' frequency of walking, their attitudes towards increasing the amount they walk, and the motivators and barriers they face.
Understand what is working well in the Quietways signage design and how TfL can optimise on-street signage and wayfinding tools.
To provide an overview of insights from recent research projects related to customer information, whiteboards and digital formats.
To understand the transport apps market and whether customers have any unmet needs. To identify any gaps/opportunities for TfL that could help inform the development of our apps strategy.
To measure satisfaction with TfL social media channels and to understand their impact on travel behavior.
To understand TfL's role on social media and how our social media strategy can be better adapted to meet customer needs and expectations.
To explore how Londoners use digital media to plan and make journeys.
Reviewing customer needs and TfL's delivery of customer information. This work explores how TfL can develop and improve its customer information in order to improve its reputation and customer satisfaction, as well as keeping up with customer expectation
Research to explore what role whiteboards play in the broader customer information strategy and how the design can be optimised to meet customers' needs.
Research to understand the views of staff and customers of the trial messaging around Good Service.
To assess satisfaction with the TfL Twitter feeds amongst users (September 2013)
To explore how customers feel about and use different sources of bus information, in particular to explore the value of Countdown at bus stops vs. other information sources (May 2013)
To assess the performance of a communications campaign to raise awareness of the introduction of New Bus for London to route 24 (September 2013)
To evaluate the effectiveness of new format digital screens displaying bus arrival information and how well they are understood by customers (May 2013)
Assess satisfaction with the TfL Twitter feeds among users. (December 2012)
To understand how customers are using LU station WiFi during their journeys. (November 2012)
Establish levels of various online activities including mobile internet and use of TfL's website. (October 2012)
To explore how TfL's website should develop in the light of specific responses to TfL's website and changing consumer use of digital media in general (August 2012)
To understand who uses the @TfLTrafficNews Twitter feed, when, where and how, and what impact it has on TfL's reputation. (July 2012)
To evaluate whether there is a suitable alternative to the word 'severe' with regards to communicating delays to customers (June 2012)
To understand the attitudes and awareness of the road events and impacts to the local areas (June 2012)
To establish the most effective sign design to warn customers about oncoming traffic when alighting from the rear platform of the new Bus for London (March 2012)
Monitor customer uptake of web/mobile channels and changes in usage patterns, with particular interest in social media (February 2012)
Scoping exercise looking at the use of social media among taxi and private hire drivers and customers (November 2011)
Research into what our customers think and how they behave helps us identify their key issues, areas for improvement and allows us to seek their views on new initiatives to inform our decision making.
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