FDS TO SUPPORT METRONET CUSTOMER SATISFACTION SURVEYS

FDS was recently announced as the successful bidder in a competitive tender process to run a continuous programme of customer satisfaction surveys for Metronet Rail.

Since April 2003, Metronet Rail has assumed contractual responsibility for the massive task of maintaining, replacing and upgrading two thirds of London Underground’s infrastructure – trains, stations, signalling, track, tunnels and bridges. To help support the Public Private Partnership (PPP), Metronet Rail carries out a continuous programme of customer satisfaction surveys amongst key customers within London Underground.

Strong working relationships are recognised as being key to the future success of the PPP and Metronet Rail’s survey programme aims to:

• offer a structured approach for gathering customer feedback
• measure the performance and service being provided against current customer expectations
• help identify areas for improvement and stimulate customer-focused change programmes across the business
• promote examples of excellent customer service and best practice
• provide the means to evaluate the impact of any customer-focused improvement activities

Results are used in many ways, not least to feed into the corporate and departmental Balanced Scorecards (BSC). The BSC has provided Metronet Rail with a transparent framework for compiling, measuring and improving performance across the organisation.

A key aspect of the FDS proposal was the approach suggested for the management of significant amounts of legacy data and how this could be integrated within a new relational database. The database is intended to optimise and improve upon the quality of insight emerging from the customer feedback.

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