Customer comments figures

The request was successful.

Dear Transport for London,

Please provide any statistics on how many customer comments you have received since 2010, or whenever records begin if later. Ideally I would like them broken down by comment, complaint, and commendation, as well as the new safety issue one I have seen on your website contact form, as well as broken down by line. If held please provide this information for all types of contact including web form, letter and phone.

Yours faithfully,

Lewis Western

FOI, Transport for London

Dear Lewis Western

 

Our ref: FOI-3467-1819/GH

 

Thank you for your request received by Transport for London (TfL) on 15
March 2019 asking for statistics on customer comments received.

 

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

 

A response will be sent to you by 15 April 2019. 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
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

 

We will publish anonymised versions of requests and responses on the
[2]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.

 

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

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

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References

Visible links
1. http://www.tfl.gov.uk/corporate/transpar...
2. http://www.tfl.gov.uk/
3. http://www.tfl.gov.uk/corporate/about-tfl/

FOI, Transport for London

2 Attachments

Dear Lewis Western

 

Our ref: FOI-3467-1819/GH

 

Thank you for your request received by Transport for London (TfL) on 15
March 2019 asking for statistics on customer comments received.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold the information you require.

 

Please see the attached tables.

 

The first shows the number of customer comments received for the period
10/01/10 – 02/03/19. The ‘Safety Issues & Incidents’ category was
introduced on 28/09/18.

 

The other tables show the number of contacts by the channel received and
also by London Underground line where applicable, as requested.

 

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

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

Yours sincerely

 

Graham Hurt

 

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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References

Visible links
1. http://www.tfl.gov.uk/corporate/about-tfl/

Dear FOI,

Thank you for the information. It is exactly what I am looking for, but do you have this information broken down by year as well please?

Yours sincerely,

Lewis Western

FOI, Transport for London

2 Attachments

Dear Lewis Western

 

Our ref: FOI-3565-1819

 

Thank you for your request received by Transport for London (TfL) on 27
March 2019 asking for a further breakdown on the statistics for customer
comments received.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold the information you require.

 

Please see the attached tables showing the number of customer comments
received for the period 10/01/10 – 02/03/19, broken down by financial
years. The ‘Safety Issues & Incidents’ category was introduced on
28/09/18.

 

As previously provided, I have also shown the number of contacts by the
channel received and also by London Underground line where applicable,
again shown by financial years.

 

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

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

Yours sincerely

 

Graham Hurt

 

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

show quoted sections

 

References

Visible links
1. http://www.tfl.gov.uk/corporate/about-tfl/