TFL: Accessible London - The Accessibility Mystery Traveller Survey

This case study describes how Transport for London (TfL) partnered with disabled travellers to identify pain points for disabled travellers across the network.

TFL: Accessible London - The Accessibility Mystery Traveller Survey

TfL and GfK

Summary

In December 2012, Transport for London (TfL) published Your Accessible Transport Network, a range of commitments by the Mayor to make it easier for disabled customers to travel around the capital. Central to ensuring TfL meets those promises is The Accessibility Mystery Traveller Survey (AMTS), a large-scale longitudinal study.

Mystery shopping can sometimes be overlooked in favour of 'sexy' new methodologies like neuroscience, IAT, facial coding. AMTS challenges that perspective. GfK and TfL have reimagined and reinvented mystery shopping. Crucially, much of that has been...

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