Transport for London.
The bus system in London is simply huge. With nearly 2 billion passenger trips a year, buses carry nearly double the tube system's load and that’s expected to rise sharply over the next few years. Every weekday over 6,800 scheduled buses carry around six million passengers on over 700 different routes.
“Since the campaign was introduced, customer service has really been on the way up.”
25,000+ employees engaged.
Audience.
Bus drivers are proud of their jobs and the service they offer, but increasingly have less time for customer service simply because of the pace at which they have to operate.
Challenge.
With operational performance now the best that has ever been seen on the network, it’s now time to turn attentions to courtesy and improving the traveling experience.
Insight.
We all like to be treated well and tend to smile back when we’re smiled at and it’s the same with bus drivers. Giving better customer service makes them happier in their jobs.
Result.
Putting the tools together that would help the drivers to be the best they can was only the first part. We had to get them fully behind raising customer service first. Now customer service levels on the up and 87% of divers found the tools we gave them helped no end.