Travel experience
Electric vehicles
To explore the current landscape and attitudes of Blue Badge holders towards electric vehicles and plug-in hybrids and to assess potential adoption.
Coach visitors survey
To understand visitors' experiences and expectations on waiting / walking times and distances when visiting London by coach. The survey also measured interest in the park and glide concept.
Westminster Pier qualitative research 2015
To determine whether any changes are needed to the new London River Services wall image before further roll out.
Travel Ambassador effectiveness at the Elephant & Castle roundabout
To understand the effectiveness of the Travel Ambassadors at the Elephant & Castle roadworks and to assess whether they should be rolled out to other works locations
Town centres 2014-15
Contribution made by people using buses and other types of transport to the economic health and viability of town centres across London.
Christmas Day travel
Understand Londoners' travel behaviour on Christmas Day and the potential demand for buses.
Blaze Laserlight trial
To measure the success of the Blaze Laserlight trial from a user perspective and provide detailed feedback on the new safety feature.
Age 11-15 bus user survey winter 2015
To better understand the profile of 11-15 year-old bus users in London and what could improve their London bus journeys.
TfL digital bus innovations
To explore whether the introduction of e-paper and digital screen technology improves the accuracy and reliability of information for London's bus users at the bus stop and on the bus.
Upper deck occupancy
How far does the introduction of new upper deck indicator technology on buses encourage improved utilisation of space on the whole bus at peak travel times?
Late night travel options
To measure the share of journeys made by unbooked minicabs and explore behaviour and perceptions towards unbooked minicabs.
Value of waiting time at bus stops
This research looks at whether there is a case for adjusting how we value customers' waiting time at the bus stop and time spent in buses.
TfL internal communications to bus drivers
To understand the bus driver experience of internal communications from TfL and identify opportunities for improvement.
Disutility of travel time on the London Underground
To explore and measure the value customers ascribe to their time spent on London Underground.
TfL campaign evaluation - 'What we stand for'
This research is designed to monitor the recognition and impact of TfL's 'What We Stand For' campaign. The campaign consists of the 'Re-investment', 'Journey Planner' and four 'Future Plans' ads.
Digital and social media monitor
Research to explore how Londoners use digital media to plan and make journeys. Spring 2016.
Visitor segmentation research
To identify key London visitor segments to assist in the development of the TfL Visitor Strategy (July 2013)
London Underground signage
To determine whether current London Underground signage is meeting customer needs (February 2014)
Exploring the bus
To identify the different aspects that influence customers' experience of travelling by bus (February 2014)
Kensington Olympia travel
To understand awareness and use of different modes of transport to Kensington Olympia among event attendees (August 2013)
Our reputation - London politicians
To establish the nature of the reputation of Transport for London (TfL), London Underground, London Buses and London Overground (April 2013)
Summary (PDF 0.02MB)
Full Report (PDF 1.33MB)
Our reputation - MPs
To establish the nature of the reputation of TfL, London Underground and London Buses (April 2013)
Summary (PDF 0.02MB)
Full Report (PDF 2.71MB)
Our reputation - business leaders
To establish the nature of the reputation of TfL, London Underground and London Buses (January 2013)
Summary (PDF 0.02MB)
Full Report (PDF 1.98MB)
Business stakeholder priorities
To determine business and stakeholder views of TfL (November 2012)
Summary (PDF 0.07MB)
Full Report (PDF 1.41MB)
The travel environment
To monitor Londoners' perceptions of the travel environment in line with the Mayor's strategic indicators regarding overall journey experience, levels of transport-related noise and quality of local urban realm (October 2012)
Summary (PDF 0.02MB)
Full Report (PDF 0.74MB)
New Routemaster in-service ambience
To understand in-service perceptions of ambience on board the New Bus for London (June 2012)
Summary (PDF 0.04MB)
Full Report (PDF 0.48MB)
London Underground TV series
To examine the impact of the BBC Two series on London Underground's reputation (April 2012)
Summary (PDF 0.03MB)
Full Report (PDF 3.09MB)
Evaluation of the STAR
Research to provide an understanding of factors which lie behind successful implementation of the STAR accreditation scheme for school travel plans (April 2012)
Summary (PDF 0.03MB)
Full Report (PDF 1.55MB)
Victoria station upgrade
To find out where ticket purchasers come from/likely future behaviour (October 2011)
Summary (PDF 0.01MB)
Full Report (PDF 0.24MB)
Our reputation - journalists
Measure the reputation of TfL and London Underground and understand the attributes that contribute to TfL and London Underground's reputation among key stakeholder groups (September 2011)
Summary (PDF 0.03MB)
Full Report (PDF 2.35MB)
Town centre study 2013
Contribution made by bus users to the economic health and viability of town centres (June 2013)
Summary (PDF 0.29KB)
Full Report (PDF 2.68KB)
Town centre study 2011
Contribution made by bus users to the economic health and viability of town centres (September 2011)
Summary (PDF 0.02MB)
Full Report (PDF 1.96MB)
Reliability of London Underground
To dramatically improve the experience of travelling in London (August 2011)
Summary (PDF 0.02MB)
Full Report (PDF 2.50MB)
Buses initiatives
Provide guidance on the development of a new campaign (July 2011)
Summary (PDF 0.02MB)
Full Report (PDF 1.48MB)
New Bus for London
Research on the mock-up of the New Bus for London to gauge reaction towards the design aspects on the bus (April 2011)
Summary (PDF 0.02MB)
Full Report (PDF 5.16MB)
LED lighting on buses
Assess customer views towards LED lighting in buses and on bus blinds (March 2011)
Summary (PDF 0.02MB)
Full Report (PDF 0.28MB)
Tube upgrade
Provide a final check before running the Tube upgrade campaign, to check comprehension and whether the ads are helpful in understanding the plan (January 2011)
Summary (PDF 0.02MB)
Full Report (PDF 0.19MB)
Increasing off-peak Tram use
Explore motivators and barriers to using Trams during the off-peak period, in order to identify potential opportunities for the network (October 2010)
Summary (PDF 0.02MB)
Full Report (PDF 1.77MB)
LU Investment Programme
Development of communications for London Underground Investment Programme Benefits campaigns (September 2010)
Summary (PDF 0.02MB)
Full Report (PDF 1.91MB)
Perceptions of journey experience
Measure the perceptions of London residents regarding journey experience, noise and the urban realm (August 2010)
Summary (PDF 0.03MB)
Full Report (PDF 0.34MB)
River services
Preferred sources of information and barriers to using the river among potential and current customers (April 2010)
Summary (PDF 0.02MB)
Full Report (PDF 1.69MB)
Mobile phones on the Underground
Understand current use of mobile phones on London Underground, explore support for system-wide introduction of mobile signal capability, and profile likely use if introduced (March 2010)
Summary (PDF 0.03MB)
Full Report (PDF 0.55MB)
London Underground behaviours
Customer behaviours and how customer care communications influence behaviour change across operational, safety, security and care issues (February 2010)
Summary (PDF 0.02MB)
Full Report (PDF 1.57MB)
Mobility scooters boarding buses
Definition of which mobility scooter models can fit into the majority of buses (November 2009)
'Alight Here' messaging evaluation
Customer awareness of, usage of, and satisfaction with, 'Alight Here' messages on trial bus routes (September 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.35MB)
Buses marketing
Barriers to increased usage of buses in north west London, including inter-suburban routes, amongst infrequent and non-users in the area. Explore potential for advertising propositions and web-based solutions (August 2009)
Summary (PDF 0.02MB)
Full Report (PDF 1.21MB)
Princess Royal Hospital bus use
Awareness and use of bus services on route 358 to the Princess Royal University Hospital in Orpington (July 2009)
Summary (PDF 0.01MB)
Full Report (PDF 0.23MB)
Investment Programme
Development of communications for London Underground Investment Programme Benefits campaigns (July 2009)
Summary (PDF 0.02MB)
Full Report (PDF 1.58MB)
Countdown sign evaluation
Information requirements at bus stops and how these might vary in different situations (June 2009)
Summary (PDF 0.03MB)
Full Report (PDF 1.45MB)
Private hire vehicle strategy
Frequency of use of private hire vehicles amongst London residents and reasons for choice (May 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.21MB)
Attitudes to bus priority schemes
Attitudes to the principle of bus priority schemes among Londoners as a whole and among users of each of the main modes of transport (May 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.25MB)
Town centre study 2009
Contribution made by bus users to the economic health and viability of town centres (April 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.50MB)
Attitudes to new Overground trains
Customer awareness, expectations and reactions to the new trains on the London Overground network (April 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.29MB)
Route X26 origin and destination
Attitudes and travel patterns of users of the orbital X26 bus route and parallel bus services before and after frequency changes (April 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.73MB)
Attitudes to rail
Attitudes towards London Overground among local residents (April 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.40MB)
Off-peak usage of London Overground
Motivators and barriers to using London Overground, particularly during the off-peak period (February 2009)
Summary (PDF 0.02MB)
Full Report (PDF 1.69MB)
Bus user survey 2008
Profile of customers who use buses (January 2009)
Summary (PDF 0.02MB)
Full Report (PDF 0.61MB)
London Overground anniversary
Customer views of changes to London Overground on the one-year anniversary of TfL taking responsibility (November 2008)
Summary (PDF 0.02MB)
Full Report (PDF 0.12MB)
Traffic signals
Customer perceptions of traffic signals (November 2008)
Summary (PDF 0.02MB)
Full Report (PDF 0.20MB)
Cooling The Tube programme 2008
Impact of different Underground station 'quick win' cooling initiatives on customers and staff (October 2008)
Summary (PDF 0.03MB)
Full Report (PDF 0.36MB)
Lift usage and user profiling
Profile of users of lifts, reasons for use and how lift availability may affect travel choices (September 2008)
Summary (PDF 0.03MB)
Full Report (PDF 0.23MB)
London Overground and public art
Level of support and preferences for public art displays on the London Overground system (August 2008)
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.
Conditions of use
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.
Contact us to arrange to use the material in this library for any other purpose.
