Transport For London (TFL)

London Strategic Transport Operator

Reputation Need – To test established performance measures among stakeholders to more accurately understand which issues were the key drivers of its reputation in order to prioritise investments across network and staff. 

What We Did - We undertook reputation tracker and analysed over 1million customer comments before using them to highlight key pain points, the scale of each issue and the rise or decline in performance.  to help inform future investment decisions.

Outcomes -  TFL was able inform future investment decisions including re- allocating resources based on improving its reputation KPIs with evidence indicating the likely reputation improvement for each option.