Customers' information needs

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)

Summary (PDF 0.04MB)
Full Report (PDF 2.26MB)

Digital & social media monitor

Establish levels of various online activities including mobile internet and use of TfL's website. (October 2012)

Summary (PDF 0.02MB)
Full Report (PDF 0.42MB)

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)

Summary (PDF 0.04MB)
Full Report (PDF 2.06MB)

@TfLTrafficNews user profile survey

To understand who uses the @TfLTrafficNews Twitter feed, when, where and how, and what impact it has on TfL's reputation. (July 2012)

Summary (PDF 0.03MB)
Full Report (PDF 0.28MB)

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)

Summary (PDF 0.01MB)
Full Report (PDF 1.36MB)

London 2012 Road Events

To understand the attitudes and awareness of the road events and impacts to the local areas (June 2012)

Summary (PDF 0.03MB)
Full Report (PDF 0.89MB)

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)

Summary (PDF 0.01MB)
Full Report (PDF 0.42MB)

Digital media monitor 2012

Monitor customer uptake of web/mobile channels and changes in usage patterns, with particular interest in social media (February 2012)

Summary (PDF 0.02MB)
Full Report (PDF 0.84MB)

Social media use in TPH

Scoping exercise looking at the use of social media among taxi and private hire drivers and customers (November 2011)

Summary (PDF 0.02MB)
Full Report (PDF 1.90MB)

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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The copyright of all reports in this library is owned by TfL and the provision of information under the Freedom of Information Act does not give the recipient a right to re-use the information in a way that would infringe copyright (for example, by publishing and issuing copies to the public).

Brief extracts of the material may be reproduced under the fair dealing provisions of the Copyright, Designs and Patents Act 1988 for the purposes of research for non-commercial purposes, private study, criticism, review and news reporting.

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