Working in partnership with London TravelWatch

What passengers want from Customer Reports

27 March 2015

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of its contract and to provide updates at least once a year. This research was carried out to get a better understanding of how these reports might best meet passengers’ needs and to identify examples of good practice.

What passengers want from Customer Reports - March 2015 - FINAL-.pdf
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