FOI request detail

National Customer Services Top 50 for year 2018

Request ID: FOI-3176-1819
Date published: 28 February 2019

You asked

I would like to know the total cost that Customer Experience has incurred during National Customer Services Top 50 for year 2018.

We answered

TfL Ref: FOI-3176-1819

Thank you for your revised request received by Transport for London (TfL) on 20 February 2019.

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. You asked:

I would like to know the total cost that Customer Experience has incurred during National Customer Services Top 50 for year 2018.

We incurred a total cost of £21,700 + VAT during 2018 for membership of the UK Top 50 Companies for Customer Service benchmarking scheme designed to continue to drive improvements in the services we provide to customers. This covered a wide range of action to deliver those improvements:

·       Customised national benchmarking report and analysis for each channel of communication with customers 

·       Mystery shopper and customer interactions for each channel to evaluate our performance

·       Dedicated portal and online for data analysis

·       Best practice recommendations drawing from other leading organisations

·       Special Industry Reports, including 10 year trends and Customer Experience Reports to drive better performance

·       Places at the Annual Top 50 Improvement Conference

·       Access to quarterly Top 50 workshops, member site visits and additional events throughout the year

·       Table at an industry dinner

·       publicity for the improvements being made by TfL for customers

We have not incurred any other costs related to Top 50 OR any events associated with it.

Our customer service centre has ranked in the UK Top 50 Contact Centres for seven consecutive years. We also won two awards: the 'Most Improved Social Media' and the 'Commitment to Improvement' awards, given by the Top 50 Companies for Customer Service, the UK's independent customer service benchmarking programme.

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

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Eva Hextall

FOI Case Officer

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