Customers' information needs
Perceptions of London's streets among older people
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
Perceptions of London's streets among children and their parents
Freight retiming and consolidation
Understand current practices, barriers, benefits and reception to retiming and consolidating deliveries for both businesses and operators in London.
MOBiNET Dial-a-Ride trial
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.
Attitudes towards walking
To understand Londoners' frequency of walking, their attitudes towards increasing the amount they walk, and the motivators and barriers they face.
Quietways wayfinding user testing
Understand what is working well in the Quietways signage design and how TfL can optimise on-street signage and wayfinding tools.
Digital whiteboards desk review
To provide an overview of insights from recent research projects related to customer information, whiteboards and digital formats.
Apps powered by TfL
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.
Social media satisfaction
To measure satisfaction with TfL social media channels and to understand their impact on travel behavior.
TfL and social media
To understand TfL's role on social media and how our social media strategy can be better adapted to meet customer needs and expectations.
Digital media monitor (among online Londoners) - autumn 2015
To explore how Londoners use digital media to plan and make journeys.
Customer information touchpoints
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
TfL whiteboard posters
Research to explore what role whiteboards play in the broader customer information strategy and how the design can be optimised to meet customers' needs.
Good service trial
Research to understand the views of staff and customers of the trial messaging around Good Service.
Twitter customer satisfaction
To assess satisfaction with the TfL Twitter feeds amongst users (September 2013)
Countdown and Live next bus research
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)
New Bus for London route 24
To assess the performance of a communications campaign to raise awareness of the introduction of New Bus for London to route 24 (September 2013)
Digital screen evaluation research
To evaluate the effectiveness of new format digital screens displaying bus arrival information and how well they are understood by customers (May 2013)
Twitter Customer Satisfaction 2012
Assess satisfaction with the TfL Twitter feeds among users. (December 2012)
Station WiFi Customer Experience
To understand how customers are using LU station WiFi during their journeys. (November 2012)
Digital & social media monitor
Establish levels of various online activities including mobile internet and use of TfL's website. (October 2012)
TfL Website Development
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)
TfLTrafficNews Twitter handle user profile survey
To understand who used the TfLTrafficNews Twitter feed (now closed) when, where and how, and what impact it had on TfL's reputation. (July 2012)
LU Customer Facing Language
To evaluate whether there is a suitable alternative to the word 'severe' with regards to communicating delays to customers (June 2012)
London 2012 Road Events
To understand the attitudes and awareness of the road events and impacts to the local areas (June 2012)
LU Engineering Works Maps
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)
Digital media monitor 2012
Monitor customer uptake of web/mobile channels and changes in usage patterns, with particular interest in social media (February 2012)
Social media use in TPH
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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