Bus Driver Monitoring through Mystery Shoppers, 2009-2014

The request was partially successful.

Dear Transport for London,

Through its public statements, TfL declares that it regularly monitors the safe driving behaviour of its subcontracted Bus Drivers through use of "Mystery Shoppers."

For the purpose of monitoring the safe driving behaviour of its subcontracted Bus Drivers, for the period 2009-2014, kindly provide me with the annual data for (a) the TfL Mystery Shopper Programme; (b) the number of Mystery Shoppers employed, and; (c) the specific number of Mystery Shopper Visits.

Yours faithfully,

Tom Kearney

FOI, Transport for London

Dear Mr Kearney

TfL Ref: 1895-1415

Thank you for your email received by Transport for London (TfL) on 18 February 2015.

Your request will be processed in accordance with the requirements of the Freedom of Information Act and TfL鈥檚 information access policy.

A response will be provided to you by 18 March 2015. We publish a substantial range of information on our website on subjects including operational performance, contracts, expenditure, journey data, governance and our financial performance. This includes data which is frequently asked for in FOI requests or other public queries. Please check http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

In the meantime, if you would like to discuss this matter further, please do not hesitate to contact me.

Yours sincerely

Jasmine Howard
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

show quoted sections

FOI, Transport for London

3 Attachments

Dear Mr Kearney

TfL Ref: 1895-1415

Thank you for your email received by us on 18 February 2015 asking for
information about the annual Mystery Traveller Surveys (MTS) for the
monitoring of bus driver behaviour from 2009-2014.

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. I can
confirm that we hold some of the information you require. You asked for:

The annual data for (a) the TfL Mystery Shopper Programme; (b) the number
of Mystery Shoppers employed, and; (c) the specific number of Mystery
Shopper Visits.

The Mystery Traveller Surveys as they are known, are surveys undertaken by
market research company TNS Global on behalf of Transport for London (TfL)
using approximately 30 surveyors. MTS play a crucial role in TfL鈥檚
monitoring of service quality and compliance with customer service
requirements/standards. The key objectives of the performance monitoring
programme are to evaluate performance against a standard for the ideal bus
driver, who has been defined by someone who:

路聽聽聽聽 Takes passengers where they want to go in safety and comfort

路聽聽聽聽 Contributes to providing a reliable service

路聽聽聽聽 Is helpful and courteous at all times

路聽聽聽聽 Actively checks tickets

路聽聽聽聽 Wears uniform and is smart in appearance

The survey was revised in April 2010, to reflect changing requirements.
The marketing agency contractor also changed, from the GfK Group to TNS.
Therefore the results provided in the table below are from April 2010 to
31 January 2015.

A copy of the current MTS Questionnaire, which also describes the changes
to the previous survey is attached.

MTS

Number of Assessments Driver Score

Averages
2010-11 20881 95
2011-12 22267 84
2012-13 22298 71
2013-14 22281 79
2014-15* 18977 72

*From 1 April 2014 to 31 January 2015

The scoring system in place has the potential to run into several thousand
points; the higher the score, the greater the potential for improvement.
There is no recognised upper limit and as such a score of 95 is not rated
out of 100, results are instead compared with other scores.

As the table shows, the level of scores independently recorded
demonstrates that driver performance has considerably improved across the
country鈥檚 largest bus network since 2010. TfL is proud of the extensive
training given to London鈥檚 bus drivers who adhere to the highest standards
of training anywhere in the UK and we work closely with the bus companies
to ensure all drivers are trained to operate safely on our roads, whilst
providing excellent customer service.

The non-scored MTS data for the previous contract with the GfK Group in
2009 is shown in the attached zip file, listing the questions surveyors
were asked to complete in accordance with the model of bus they were
travelling on, such as a single decker or articulated (bendy) bus. Please
note because these results are not scored they are not directly comparable
with the MTS data presented in the table above.

If this is not the information you are looking for, or if you are unable
to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

show quoted sections