Results of IPSOS Mori survey for Barclays Cycle Hire Scheme

Michael Anderson made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Transport for London,

The following was stated in the 7th July 2011 edition of the Evening Standard:
“Members, who pay up to £48 a year for a subscription, are being sent an email questionnaire asking whether they plan to renew their membership as the £140 million scheme's first anniversary approaches at the end of this month.”
I have determined the following:
TFL recently requested that IPSOS Mori carry out a Barclays Cycle Hire customer satisfaction survey. We provided the agency with a list of 126,000 users, of which 30,000 were randomly selected to take part. I can confirm that Mr Anderson was on the list we provided, but unfortunately he was not selected. Peter Fletcher

Note: A total of just 23.8% of members (or as PF
states “Users”?)!
My request is:
Where can I view the results of this survey? - if indeed they have been published.

Yours faithfully,

Michael Anderson

FOI, Transport for London

Dear Mr Anderson

TfL Ref: FOI-0724-1112

Thank you for your email received by Transport for London (TfL) on 30
August 2011 asking for the results of IPSOS Mori survey for Barclays Cycle
Hire Scheme

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

A response will be provided to you by 27 September 2011.

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

IACT, General Counsel

Transport for London

[1][TfL request email]

show quoted sections

FOI, Transport for London

1 Attachment

Dear Mr Anderson

TfL ref: FOI-0724-1112

Thank you for your email received by Transport for London (TfL) on 30
August 2011 asking for the results of IPSOS Mori survey for Barclays Cycle
Hire Scheme.

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and TfL's information access policy. Unfortunately
we do not currently hold the information you have requested.

The second tranche of the Customer Satisfaction Survey, which you refer
to, was carried out in July/August. We are still waiting for the final
results of the second tranche survey, and expect to make the results
public from October in conjunction with a Year One report.

This survey looks into the customer experience of using the scheme, both
from a Member and Casual User perspective, and covers aspects such as
experience of the contact centre, website, cycles, terminals and docking
points. The first tranche, which was carried out last autumn, surveyed
Members only, as we did not launch to casual users until December.

Please contact us again in October if you would like the results of the
survey when available. In the meantime, please let me know if you would
like any information relating to the first survey report.

If this is not the information you are looking for, 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

IACT, General Counsel

Transport for London

[1][TfL request email]

show quoted sections

Dear Mr Hurt,

Thank you for your response and I will indeed contact you again in October when you indicate the results of this "second tranche" of the Customer Satisfaction survey(as you describe it) will be able available to the public.

In the meantime I would appreciate, as a member of the scheme, details of the first tranche results which you have indicated you can supply

Yours sincerely,

Michael Anderson

FOI, Transport for London

2 Attachments

Dear Mr Anderson

 

Thank you for your further email dated 5 September 2011.

 

As requested please find attached a copy of the first tranche results.

 

If this is not the information you are looking for, 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

 

 

 

show quoted sections

Dear Graham Hurt,

Re this response dated 13th September, please be advised that the download of the first tranche of the survey results, finishes at page 30 section 4 (1.6M pdf download)!

There seemingly are a further 3 sections (5,6 and 7)missing as detailed in the "What we will be covering today" index?

As the findings are very interesting and displayed in a very user friendly format, I would appreciate your sending me the complete document.

Yours sincerely,

Michael Anderson

FOI, Transport for London

1 Attachment

Dear Mr Anderson

 

I have checked the response previously sent to you & can confirm the full
report was attached (64 pages); however for some reason, as you note, only
the first 30 pages are available to view via this site.

 

I again attach the complete report and hope that this time you receive it.

 

Should the same problem occur, I can only assume that this is a problem
with the ‘whatdotheyknow’ site - in which case if you could let me know
your personal email address I will provide you with a copy of the full
survey results.

 

Kinds regards

 

Graham Hurt

 

 

 

 

show quoted sections

Patricia Mitchell, Transport for London

1 Attachment

Dear Graham Hurt,

Thank you for responding so quickly.

Unfortunately the new attachment when downloaded still only allows you to view the first 30 pages.

I would therefore appreciate, as suggested, your sending the file to my personal e-mail address which is:

[email address]

I appreciate the way in which you have handled this request

Yours sincerely,

Michael Anderson