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Railhub Archive
1995-04-25 DoT-001
Department of Transport


New targets set for LT's popular telephone travel enquiry service

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Department of Transport

New targets set for LT's popular telephone travel enquiry service

25 April 1995
source Department of Transport
type Press release

note 122

New quality of service targets for London Transport's telephone
travel enquiry service (TES) were announced today by Steven Norris,
Minister for Transport in London.

TES provides advice on journeys by bus, tube or rail anywhere in the
Greater London area.

This is the first time that targets for the TES have been based on
customer perceptions of the service, in line with Citizen's Charter
principles. Customer surveys show that the TES is already highly
rated by its users.

The new targets, together with current performance, are as follows:

Target areas Current New
performance targets

(%) (%)

Ease of reaching the TES 73 77
Usefulness of information 89 90
Politeness of operator 85 86
Helpfulness of operator 89 91

Mr Norris said:

"I congratulate London Transport on the service provided by its
telephone travel enquiry service. It is an important service which is
clearly much valued by its customers.

"They have a right to expect the high quality of service which the
Government's Citizen's Charter was designed to deliver.

"The new targets we are setting will require real improvements on
what is already a high standard."


1. LT test customer perceptions of the travel enquiry service by
means of a telephone survey. A sample of users are rung back and
surveyed on the service. There are four target areas and users'
responses are measured against a scale on which 100% represents a
perfect score.

2. LT are currently computerising the service. This will allow the
operator simply to key in the enquirer's location and required
destination and the system will then show how the journey can be
made. This should allow more comprehensive information to be provided
more quickly and enable more calls to be handled.

3. The TES can be reached on 0171-222 1234.

4. Further information about the TES can be obtained from London
Transport on 0171-918 3271/4/5.

Railhub Archive ::: 1995-04-25 DoT-001


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