home
Tube maps and individual line mapsclick here to email us
home from company reports to director profiles frequently asked questions what we've been doing since 1863 careers at London Underground plan your journey online daily news from METRO news from London Underground don't queue - buy your tickets online
home - more tube news -> current page
February 01 2002
 

London Underground, RMT and ASLEF

A meeting of the Company Council took place earlier today involving representatives from London Underground, RMT and ASLEF.

Mike Brown, London Underground's Customer Services Director, said: "We met today with representatives of RMT and ASLEF.

"We have agreed to resume intensive discussions from next Tuesday".

 

 

Commuter survey

Source: LBC radio Drivetime show
18:05 February 01 2002

Stuart Thomas
Presenter

Good Evening, it’s Friday’s Drivetime on LBC 1152AM. Stuart Thomas in for Sandy Warr. Tube strikes could be on the cards as the two main drivers unions plan to vote over the next few weeks on whether to stage walkouts as part of a dispute over pay.

Well the unions may be disgruntled, but a survey commissioned by the London Underground says customers are happier than ever with service on the Tubes.

The “Commuter Satisfaction Survey” says users are at their happiest since polls began. Well, Adam Goulcher is from London Underground and joins us now. Good evening to you Adam.

Adam Goulcher
London Underground

Good Evening.

Stuart Thomas
Let’s get this right: the survey commissioned by you says people love the Tube.

Adam Goulcher
Well it’s a survey that we commissioned from an independent market research company, NOP. We ask them about how satisfied they are with the journey they’ve just completed.

And, the latest figures we’ve got for the quarter ending January shows the highest ever level of satisfaction.

Stuart Thomas
So tell us what the survey actually asks, and how much detail you get.

Adam Goulcher
Well we cover 20 aspects of the journey, things like: how good the information was, how safe people felt, how clean the train or station was, and so forth.

And we ask them to rate on a scale of 0 to 10, from “extremely dissatisfied” to “extremely satisfied” and we give scores out of 100 based on that rating, so the current score that we have of 80, means that on average, people have said they’ve scored us 8 out of 10, which we think is pretty good.

Stuart Thomas
That does sound good. Was this all on the Jubilee Line where the trains are all new and shiny?

Adam Goulcher
No. It’s a representative sample, so it covers all parts of the network and all kinds of customers from tourists through to commuters.

So we work hard to make sure it’s representative, so, we are confident that this really does show an improvement.

Stuart Thomas
And this is all done through the day – not kind of done at 2 o’clock on a Saturday afternoon?

Adam Goulcher
No, that right. It covers the morning peak, weekends and the evening off peak, and, in fact, we can look at the differences in performance at the different times.

Stuart Thomas
Well, I have to say, after a quick straw poll in the office, no one here was happier than ever with the Tube. Why do you think the rating’s so high?

Adam Goulcher
Well, I think what you need to remember is that this survey is actually asking people about their specific journey. The journey they’ve just completed, actually taken in the station.

Stuart Thomas
Right.

Adam Goulcher
So what we’re really getting here is a good, average feedback on how good the Underground is. Now people don’t go into the office in the morning saying “what a wonderful journey I had on the Tube today”….

Stuart Thomas
(Laughing) I don’t remember hearing that recently.

Adam Goulcher
Yes, that right. But what they do remember is the bad journeys. So, the general perception we know, is one of difficulty and problems, and we accept that and we certainly know that we’ve got scope for improvement in reliability.

But in actual fact, most of the time, most of the journeys made - people are pretty satisfied with.

Stuart Thomas
How was your Tube journey this morning?

Adam Goulcher
It was fine this morning, actually, thank you, coming in from Charing Cross.

Stuart Thomas
Right, which line do you use?

Adam Goulcher
District and Circle Line.

Stuart Thomas
Right, well, that’s not too bad. Nice big trains.

Adam Goulcher
Yes

Stuart Thomas
So what is being done to fix the problems because 8 out of 10 is not bad, but obviously you want 10 out of 10.

Adam Goulcher
Yes, that right. Well we’ve had particular improvements in the last year on cleanliness and some of the staff measures. But extra resourcing and obviously our training with regard to staff is starting to bear fruit.

Train services have also got better, and that’s backed up by other measures as well, through making sure that we’ve got the right drivers in the right place for example, and we’ve got fewer cancellations due to staff shortages.

And in general, our improvement programmes are bearing fruit. And with the investment, that we hope will start to ramp up in the coming months, we’re confident we can do even better.

Stuart Thomas
I suspect these 2,400 Tube users you’ve surveyed wouldn’t say you’ve got a 8 out of 10 if there’s a strike?

Adam Goulcher
No. Well, of course, that’s something we’re very keen to avoid and seeking to….er… well we’re doing everything we can to avoid that.

Stuart Thomas
Now, I’ve got you ask you about an email that’s doing the rounds about how dirty trains are. Have you seen this?

Adam Goulcher
Yes, we have seen, I think it’s a spoof email. We’re not quite sure where it’s come from.

Stuart Thomas
I wanted to put this straight, because I think you’ve put on your website that it’s spoof, isn’t it, because a lot of people have been forwarding this email saying that it’s er…well I don’t want to get into too much detail, but saying they’re sick on trains and….

People are basically saying that a university pulled apart a seat, and they found this, that and the other in the seat. But I want to put this straight now – it’s false isn’t it?

Adam Goulcher
It is false. We followed that through and it’s entirely fictitious, and as I said, in fact, when it comes to cleanliness, we’ve actually seen a 4 point improvement in the last year, and there’s no truth at all in those suggestions.

Stuart Thomas
Well I’m glad we can put that straight today because that email has certainly been doing the rounds this week. Adam Goulcher, from , thanks for joining us, here, on Drivetime.

Adam Goulcher
Thank you.

  Your Tube: Publicly Run, Privately Built  
http://www.railwaychildren.org.uk/  http://www.crisis.org.uk
::Red2::proactive development for a reactive world::
top
HOME | about us | contact us | customer info | first & last trains | journey planner | The Knowledge | links to other sites METRO | new on this site | newsletters | press releases | recruitment | service update | terms & conditions
tickets & timetables | Travelcard online | Tube map | visitors
© Copyright 2002 London Underground Limited. All rights reserved