TfL: Next stop, cultural change

This case study shows how Transport for London's (TfL) Customer & Employee Insight team used compilations of multiple strands of data to create a new holistic approach to implementing change at every level of the organisation.

TfL: Next stop, cultural change

Transport for London, ORC International and 2CV

Summary

Every month, despite good reliability and new sources of information like bus apps, thousands of customers were contacting TfL to complain about their experiences on London's buses. In order to get to the heart of it, TfL's Customer & Employee Insight team with their research partners 2CV and ORC International brought together multiple strands of data to reveal just how important the human side of customer experience is.

Through insight management, a new holistic approach to implementing change was created at every level of the organisation –...

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