Our Ref: FOI-1392-1718

Thank you for your letter received on 4 September 2017 asking for a copy of our policy regarding market research carried out on buses. I apologise for the delay in my response.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require.

From the information you provided to us, I understand you were surveyed by our market research partners, Systra and Kantar TNS, the latter who were conducting a bus passenger survey on behalf of TfL to assist in measuring ticket type and journey validation on London’s Bus network.

We endeavour to conduct this survey to the highest of standards, giving a clear explanation of why a passenger’s ticket, Oystercard or contactless card needs to be inspected but also being mindful not to take too much time in doing so.

We apologise, if on this occasion, our market research interviewer did not fully explain the purpose of the ticket inspection to you. I can assure you that no Oyster card or Contactless payment card passenger information is gathered or stored and the interviewer’s Oystercard checking device only has the function of reading the card to ascertain the ticket type and whether it has been validated or not.

As a result of your letter, we will ask our market research partner to ensure interviewers always give a full explanation, when requested to, and have their ID passes in clear view.

Please find below details of the Market Research Society authentication that TfL’s market research partners, Systra and Kantar TNS adhere to:
Both SYSTRA and Kantar TNS are Market Research Society (MRS) Company Partners and fully adhere to the MRS code of conduct. Kantar TNS interviewers are all given a full training session when they join the Greater London Bus Passenger Survey (GLBPS).

As part of this they are required to read the MRS code of conduct for interviewers and sign a declaration to say they have read and understood it. These can be viewed here:

https://www.mrs.org.uk/pdf/MRS%20IID%20Card%20Booklet_Web%20version.pdf

Interviewers are also given the MRS code of conduct booklet. This can be viewed here:  https://www.mrs.org.uk/pdf/code_of_conduct.pdf

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.

Please see the enclosed information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
FOI Case Officer

[email protected]