Improving customer satisfaction at London Underground

Article Abstract:

London Underground Limited (LUL), which carries 751 million passengers annually, is the world's largest urban transportation system. The company uses three ways to listen to its customers, namely, the customer satisfaction index, the mystery shopper and correspondence analysis. To communicate with its dissatisfied customers, LUL developed its Customer Charter, setting its goal as delivery of safe, quick, reliable, value-for- money service. This resulted in the expansion of its public relations function as well as the establishment of a customer services center to provide management information. The center is tasked with evaluating the issues which dwell on service.

Rail Mass Transit, Urban Transit Systems, Local and suburban transit, Subways, London Underground Ltd.

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GTE Directories Corporation

Article Abstract:

GTE Directories Corp., faced with rigid competition in a floundering economy in the 1980s, realized that anticipating and satisfying customer needs would work best. It identified its three customer groups; the businesses advertising in its directories, consumers using these directories and other services, and companies which use the Yellow Pages for publishing, printing, distribution and sales services. GTE utilized quality improvement mechanisms in its management mainstream in 1986, with the aim of knowing its customers and meeting their needs. Its vision was 100% customer satisfaction based on quality service.

All Other Publishers, Catalogs & Directories, Miscellaneous publishing, Publishing industry, Directories, GTE Directories Corp.

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