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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."
NOTES FOR EDITORS
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.
Railnews Archive ::: 1995-04-25 DoT-001
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