A Comparative Analysis: London Underground Customer Service Quality

This report provides a comprehensive analysis of the London Underground (LU) customer service, focusing on the comparison between the promised service quality and the actual experiences of passengers. It begins with an introduction that outlines the study's background, rationale, aims, objectives, research questions, and significance. The report then delves into a thorough literature review, examining existing research on London Underground services, expected features, and the gaps between the promised and actual customer service. The methodology section details the research approach, followed by data analysis to support the findings. The study aims to evaluate the customer service of London Underground by comparing the existing services with the expected models, identifying the operational gaps and limitations affecting passenger satisfaction. The report also discusses the significance of the study, highlighting the controversies surrounding the LU's operations, including ownership issues and financial losses. The report concludes with recommendations for improving LU services, based on the findings of the analysis, with the ultimate goal of enhancing customer satisfaction and the overall efficiency of the public transportation system. References and appendices are included to support the research.

LONDON UNDERGROUND
CUSTOMER SERVICE

TABLE OF CONTENTS
Title:.................................................................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Study background..................................................................................................................1
1.2 Rationale................................................................................................................................1
1.3 Aim........................................................................................................................................2
1.4 Objectives..............................................................................................................................2
1.5 Research questions.................................................................................................................2
1.6 Significance of the study.......................................................................................................3
CHAPTER 2: LITERATURE REVIEW.........................................................................................3
London underground services......................................................................................................3
Expected features and actions of underground services..............................................................5
Gaps between existing and expected underground customer services........................................6
RESEARCH METHODOLOGY..................................................................................................10
DATA ANALYSIS.......................................................................................................................13
FINDINGS.....................................................................................................................................28
RECOMMENDATIONS...............................................................................................................29
CONCLUSION..............................................................................................................................31
REFERENCES..............................................................................................................................32
APPENDIX......................................................................................................................................1

Title:
“London Underground customer service, a comparison between promises versus
reality”
CHAPTER 1: INTRODUCTION
1.1 Study background
The London underground (LU) is one of the rapid public transportation system which is
also known as tube. LU originate in Metropolitan railway and uses tunnels just below the
surface. Gradually smaller and circular tunnels of tube like structure were developed for
providing a convenient and fast method of transportation. In 1988 public private partnership
(PPP) was initiated by Labour government for modernisation of London tube system. Thought he
underground assets are liable for the public ownership but under PPP the private companies were
also allowed to made investments (Mejia-Dorantes and Lucas, 2014). Tube lines and Metonet
were the first to invest but in 2007 the partnership was failed and their liabilities were
underwritten. Thus, for improving the public transportation services significant investment was
required in London underground so that stations, tracks and rolling stocks can be stored.
As a result of deteriorating infrastructure it was becoming challenging for the
transportation authorities to control the rising maintenance and operational cost as well as
efficiency. There was great need of investments. The inefficient management practices caused
several operational inefficiencies so that stations and trains can be operated in affordable price.
The system needed significant changes so that without adding any extra cost to taxpayers
transportation services can be improved. Contrary to the expectations of providing high quality
and quick transportation services all over London, underground services are highly criticised
regarding safety implications, unambitious target, high cost as well as high profits for consortium
(Murugadas and et.al., 2015). The conflict between private and PPP ownership has also been one
of the controversial factor.
1.2 Rationale
In the year 2003 a 30 year agreement was signed between LU limited and Metronet, Tube
line consortium so that underground lines can be renewed and safe and continuous operation can
be assured. The agreement was locked by taking a huge loan of 1.3 billion from European
investment banks. Thus, it is mandatory for the investors to modernise and safely operate the
transport system so that desired profits can be earned (Newton, Partridge and Gill, 2015).
1

However, in order to improve the operational efficiency it is very essential to identify the gaps
and operational limitations which are affecting the satisfactory services to passengers. Thus, it is
very important to analyse the functional and operational gaps are identified and such huge
investment can be prevented from the loss.
In addition, the underground transportation system is also very significant service facility
as it allows public to have low cost transport services (Ossa-Moreno, Smith and Mijic, 2017). As
compare to other means of transportation it can be considered as more feasible in terms of cost
and time. The majority of residents of London prefer the underground services. The abolishment
of such service will affect millions of people and their day to day life. The purpose choosing this
theme for the study is that LU services are the integral part of the local citizens as well as
tourists. If the quality of these services is not analysed and improved then it will become
impossible for the authorities to retain these services for long term. The study will also help to
evaluate the factors which are affecting quality of services (Rode and et.al., 2015).
Thus, the analysis of differences between promises and realistic service quality will be
appropriate to analyse the reason behind declining revenues of underground services. Another
reason for the selection of this study is that LU has such huge network of underground services
which are comforting and vital for the customers. These services also balances the transportation
load of the city as for long distances instead of using personal vehicles people used to prefer
these low cost and time saving mediums (Stockx, Hecht and Schöning, 2014). Thus, it is very
important to understand the various issues associated with these public services so that their
quality can be enhanced and attention of authorities and public can be drawn towards the issue.
1.3 Aim
To compare and analyse the actual and expected evaluation of the London Underground
(LU) customer service: A case study on Transport for London (TFL).
1.4 Objectives
 To analyse the London underground customer services.
 To determine the expected outcomes and service implications of London underground
services.
 To compare the existing underground services with the expected models.
1.5 Research questions
 What are London underground services?
2

 What are the expected implications associated with the underground services.
 How existing infrastructure and model of underground services differs from the
expectations?
1.6 Significance of the study
The operation of LU has been in regular controversies due to ownership issues and
losses. The operating agencies such as Tube lines and Metronet demanded for increasing public
money. The functional and infrastructure drawbacks can be considered as the major reason for
such inefficiencies in its operations (Williams and Martinez-Perez, 2014). Thus, it is very
essential to analyse the operational gaps in LU so that these gaps can be compared and necessary
improvements can be made to amend the situation. The LU services has been facing various
issues regarding ticket booking, stations, safety implications of the infrastructure and its
employees (Sun and et.al., 2014). Thus, the analysis of various gaps in the implemented
transportation system will not only help to address the current deficits but will also identify the
gaps which must be addressed for improving this public transportation infrastructure.
The study can also be considered as significant in terms of evaluating the gaps which are
involved in successful management and execution of such large project of public welfare. The
findings from the study will play critical role in advancements and improvements which can be
applied to other public service systems which are suffering from operational or quality related
issues (Whitford, 2017). Another significant contribution of conducting the study is that findings
from the study will help to recommended suitable suggestions so that LU services can be
customized more efficiently as per the needs of the people.
CHAPTER 2: LITERATURE REVIEW
London underground services
The heavy investment by the authorities in the transportation services has brought
significant improvement in the transportation system of London. The LU is often overcrowded
giving some relaxation to the congested road network of the city. According to Admiraal and
Cornaro, (2016) improvements in the public services is an integral part of the development of
city and thus it must be accomplished with appropriate analysis. In order to provide the long term
and continuous infrastructural development initially LU maintained and implemented under
public private partnership (PPP). The regular improvement and renewal plans for the LU aims at
3

adding tracks, escalators, stations and train lines so that range of these services can be increased
and majority of the people can use these services.
As per Connor, (2015) LU services can be considered as one of the biggest public
projects and thus it is required and responsibility of the authorities to make it successful.
However, despite several improvements and up gradation plans various critical assets were not
focused. These assets include lifts, track, stations and escalators as well. The underground
services can be improved by considering various operational areas which affect the quality
performance of the transport services. For example according to TFL LU services are
continuously improving but still there is need to focus on volume of trains and total customer
hours. There are several assets at the underground stations which need maintenance or the
improvements.
The failure of these assets often causes delay in the trains and thus aggregate cost in
terms of customer times is increased. D’Lima and Medda, (2015) stated that in the
implementation of such wide rail network especially for the public, PPP may not be considered
as highly effective. Through this type of ownership government regularities tend to attract
private investors but the safety liability is not held by them. It has an adverse impact upon the
long term success of the organisation. The public finance initiatives and PPI for the LU lines had
issues in its contracts and thus serious ambiguities and unclarity in the operational methods
caused huge inefficiencies in the work procedures. For instance due to various issues faced in
PPP administrators there were increased risk of cost overrun and it affected the refurbishment
programs.
Along with these are facing it hard to monitor the operational cost. The frequent
management changes also cause instability in the operational approaches of the underground
lines. Delmastro, Lavagno and Schranz, (2016) stated that under PPP model when public
services are handover to private organisations then it is possible that for providing benefits to
specific companies then it becomes quite challenging focusing and review on cost analysis and
monitoring. Due to same reason several challenges such as delayed revision of the maintenance
plans, availability of material and supplier are identified as major constraints for the project
management. One of the reason which lead to huge and wide gap between the efficient
performance of LU than its expected profitability goals is that the project does not integrate
affordability its principle in its requirements.
4

According to Gerasimova, (2016) LU service stations are facing losses and series of
criticism for its decisions. For example at Northfield station prior to the three months of the
completion of a construction phase the authorities made request for revision of the plan. As a
result, the construction process took additional 35-50 days. Thus, it has been analysed that lack
of clarity and transparency among stakeholders, inappropriate model of ownership, poor decision
making are the major factors which are responsible for the poor service quality of the highly
modernised and well developed underground public transportation network.
Expected features and actions of underground services
As per the view of Green, Jones and Roberts, (2014) tube tunnels or the LU services have
been committed to the satisfactory customer services. In order to provide these services
authorities have been regularly trying to include services which can increase the value of
customer experience in the underground trains. Though London transport authority has also
planned to cut or delay various improvement plans for some of its tubes or tunnels but still this
underground services remains the preferred choice of the customers. Hence, it is required that
these services must be improved so that their safety and reliability can be achieved. Looking at
the huge crowd it becomes necessary for the authorities to assure the sufficient number of staff
members at the stations so that customers does not face any challenges in completion of their
journey (London Underground, 2019).
All possible attempts are made by the authorities to assure that flexible staffing is
possible so that even on holidays or the line networks working at night also does not experience
any shortcomings on behalf of the staff members. The tracks in LU also provide support and
permission to district and metropolitan lines to use their tracks. To manage the operational cost
and number of passengers LU trains are available in two sizes namely smaller deep tube trains
and larger sub surface trains. These trains are provided with large standing space, public address
systems and regenerative braking so that quality services can be provided to customers.
One of the major challenge faced by underground service lines as compare to the
overground transportation systems is that LU require highly effective cooling and ventilation
services from the safety perspective. The management authorities have installed refrigeration and
ventilation units so that temperature in the tunnel can be controlled. According to Jackson,
(2018) underground services must essentially have the ventilation fans and cooling facilities so
that hot air can be extracted from the tunnel and safe operation of the transportation services can
5

be accomplished. Along with hot air and cooling fans it has been also observed that local
residents may suffer from the issue of high noise and thus there has been constant demands for
preclude of their usage at night.
To enhance the services and facilities LU are also provided with the escalators and lift so
that less time can be spent by passengers in moving from one platform to other. To make it easy
for the customers the management authorities also shifted ticket counters near the escalators so
that people does not find any kind of difficulties in ticket collection. With the increasing use of
modern technology people are being more dependent upon mobile phones, Wi-Fi and other
digital services (Levinson, Giacomin and Badsey-Ellis, 2015). In the same context LU services
have also collaborated with the technology service providers so that Wi-Fi services can be
installed at the stations and people can access the internet services.
As per the view of Jin, Teo and Odoni, (2015) technical issues are the major concerns for
the authorities and service providers to assure the good network services underground. The voice
instruction and digital display board services are available to the people on platforms but there is
need of various improvements to establish better integration with the technology. There is need
of implementing online ticket booking systems or the ticket confirmation status via mobile
phones so that it becomes easy for the people to manage their journey. According to Le Vine and
Polak, (2017) the underground services can be improved to great extent by using technology
such as online booking or the digital payments. Some stations of LU allow the facility of digital
or card payments so that individuals does not find it hard at these stations to search for
currencies.
Gaps between existing and expected underground customer services
According to Kim and Gustafson-Pearce, (2016) tube services have proven to be very
convenient for the people and thus from the long term it was expected that service will extend to
nigh shifts as well. Initially the underground services were not available for the night because
there were limited passengers for the night shift. However, with the technological changes and
increasing impact of globalisation people used to engage more in travel activities as well as
flexibility in timings. It encouraged the need to expand LU services at night as well. However,
the decision was delayed by few years to mismanagement in staffing (Larcom, Rauch and
Willems, 2015). It was expected that LU services being the oldest and largest public transit
6

system are highly efficient in terms of infrastructure and management. However, there has been
regular controversies regarding its operations.
There are regular issues related to employees of tube. For example the night underground
services was one of the most important improvement and extension project of TFL but the pay
issues lead to dissatisfaction among employees and due to the strike of employee unions the
project was delayed for one year. Thus, customer services may not be considered as satisfactory
in terms of operational efficiencies and commitment towards improvement. As per Clegg and
et.al., (2018) that wait times and walk are very costly because these costs are not distributed
uniformly across various platforms and the stations. Thus, there is need to perform path selection
analysis so that station choice and upgrade plans can be improved.
As elucidated by Hughes, Dobbins and Murphy, (2019), underground services were
initiated with the aim to minimise the burden of passengers on other modes of public
transportation. However, overcrowding is one of the most critical issue at the LU which
constantly demands for the infrastructural improvement so that overcrowding issue can be
resolved and actual objectives of underground services can be fulfilled. The uncontrollable
crowd often leads to increase in fainting issues among people at the station and enhances the
vulnerability of fall accidents. The safety of the passengers and employees have been one of the
major priority of LU.
(Source: Lee, 2018)
7
Illustration 1: Number of fainting issues due to overcrowding

Though rail lines, trains and platforms are provided with all necessary support and
security systems but still there is need of improvements. The available security and monitoring
services cannot be considered sufficient in response to the safety needs of passengers. For
example there are several incidences of accidents are reported when injuries and even deaths of
people had occurred by falling on tracks. In addition, the numbers of people who commit suicide
at tube stations is also increasing. Beneath the track there are number of pits which care known
as the suicide pits. These pits were constructed as a part of the water drainage system but are also
used by people for attempting suicide.
O'Keefe and et.al., (2017) stated that LU can be made more secure by adopting advanced
monitoring and controlling system so that such incidences and safety loop holes can be avoided.
The overcrowding issue has been one of the biggest gap in the excellency which has not been
resolved in the several years as well. In the peak season stations are required to be closed due to
overcrowding. In addition to these people find it difficult to get seat and train as well. Many
people miss their train as most of their time is consumed in searching their train and to manage
among such huge crowd.
In the view of Kim and Gustafson-Pearce, (2016), in response to increasing demands LU
has not been much successful in increasing the capacity of the services which is the main reason
for overcrowding. This issue is considered as the major issue for poor productivity and service
quality of underground services. However, LU has improved its network efficiency to make the
network more reliable so that customer hours can be reduced. According to Ko and et.al., (2016)
to improve the service quality LU must improve the efficiency of its employees. The lack of
effectiveness among employees also results in the operational delay. For instance TFL has to
suffer from huge losses due to compensatory amount paid to passengers against train delays. The
customers have to wait for long hours for their trains as unannounced delay enhances their
waiting period. Thus, to avoid such deficiencies staff members of underground services must be
trained so that operational capabilities can be improved.
As per Gannon, (2016) use of mobile based applications and technology has made mobile
phone and internet as an integral part of life. However, despite being high profile and one of the
crowded destination of the city LU does not have effective Wi-Fi coverage or the network
connectivity. Though Virgin Media has initiated the Wi-Fi structures at some station but still
8

there is need of more investment so that broadband infrastructures can be developed at all
stations. Thoreau and et.al., (2016) stated that maintenance of tube trains and buses is also
challenging as these systems are soiled multiple times which affect the continuity of operations.
For example tube TFL tube trains experienced delay approximately 800 times due to soiled cars
which strewn system with blood, urine, faecal matter and vomit (London's Tube and bus system
'soiled thousands of times, 2019). Thus, to make stations and underground services more
hygienic and effective cleanliness and public convenience services must also be improved at the
stations so that soiling issues can be overcome.
(Source: London's Tube and bus system 'soiled thousands of times, 2019)
According to Larcom, Rauch and Willems, (2017) providing low cost services to public
was also one of the aim of underground services. The objective has been achieved successfully
as the fare of LU services depends upon the distance of journey, time as well as mode of
payment. For the regular passengers and visitors special discounts, pass systems are also
available so that people can travel at low cost using underground services. Another gap which is
identified for LU is the accessibility of services for the older people or the individuals suffering
from mobility issues. Initially this type of accessibility issues were not considered but with the
increasing number of aged population there is need of improving station infrastructure so that
wheelchairs can be used (Cui and Nelson, 2019). Most of the stations are becoming step free or
are provided with the boarding ramp so that mobility issues can be resolved. This can be
reviewed as positive approach in minimising the accessibility gaps.
9
Illustration 2: Soiled tube carriages

RESEARCH METHODOLOGY
Research methodologies- This is defined as systematic plan for conducting the research. It is tool
that work as to collect the information with the aim of making decision. Thus, its defined in the
following manner are as-
Research philosophy- This is defined as belief in which particular phenomenon can be gathered,
analysed and used. It is a vast topic that aids to discuss the topic of the research in detailed and
great details. On the other hand, it can be stated that what is known to be true what is believed to
be true. Thus, research philosophy classified into the categories as positivism, realism
interpretivism and pragmatism. Hence, interpretivism philosophy defined as term in which
researcher undertakes as to interpret the elements of the study. It is the approach that based on
collecting the information with the use of interview and observations. This is one of the effective
technique that aids to collect the depth and described information relate with the topic of the
research.
Therefore, positivism philosophy refers as to be based on the natural properties and relations. It
is effective in terms to gain factual knowledge through observation. Under this, the role of
researcher is limited to data collection and interpretation in objective manner. Furthermore,
researcher has used interpretive technique to identify and interpret the element of the study that
based on to analyse the actual and expected evaluation of the London Underground (LU)
customer service
Research approach- This is term that defined as plan and procedure that is inclusive of broad
assumption to detailed method of data collection, analysis and interpretation. Henceforth,
research approach is component divided into three types as deductive, inductive and abductive. It
is one of the effective technique that aids to collect the information so that research activities can
be undertaken in better and effective manner. Under this, one particular course of action must be
determined so that better and improved performance can be done and effective information can
be gathered. Under it, deductive approach defined as to test the validity of assumption relates
with the theories and hypothesis. Henceforth, inductive technique termed out as to identify the
emergence of the generalisation and theories relate with the topic of research. Thus, it is mainly
concerned with the generation of the theory. Hence, to carry out present research, the researcher
has used inductive technique to emerge the data relate with undertaking evaluation of the London
Underground (LU) customer service.
10

Research strategy- It is termed out as step by step action that aids to provide direction to the
thoughts and efforts that enables to undertake research systematically. This is mainly based on to
produce quality results and also define detailed reporting (O'Keefe, and et.al., 2017). It is concept
that mainly works as to contextualize the findings within the larger body of research. Henceforth,
research strategy classified into the categories as descriptive, experimental, correlational and
quasi experimental etc. Therefore, descriptive research seeks to define depth information about
the variables and phenomenon. Hence, the main purpose of this topic is to define, explain the
topic of research in detailed aspect. However, it can be termed out as data collection is widely
observational in the nature. On the other hand, correlation strategy defines as to explore the
relationship between various variables that can use to undertake statistical analysis. Hence,
experimental design is used to seek towards to establish cause and effect relationship between
two or more variables.
In order to carry out the present research, researcher has used descriptive technique so that
detailed information can be gathered on the topic as to analyse the actual and expected
evaluation of the London Underground (LU) customer service. It is method that could use to
gather the detailed and described information about the topic of research. Thus, descriptive
research design is very helpful to collect the depth information relate with the topic of research.
Data analysis- This is term that is defined as to evaluate the data with the use of technique s
analytical and logical to examine each components of data. It is defined as to collect the data
from the various sources as gathered, reviewed and analysed to find out the sort of finding and
conclusion (Ossa-Moreno, Smith and Mijic, 2017). Therefore, this is termed out as process to
apply statistical practices that can works as to organise, represent, evaluate and interpret the data
relate with study. Thus, data analysis has been classified into the two categories as qualitative
and quantitative. Therefore, qualitative technique defined as to collect the data with use of
structured and semi structured techniques. It is inclusive of some common method as focus
groups, individual interviews, observation and participation.
It is effective term that aids to have in-depth and detailed information about the phenomenon
under the investigation. Thus, quantitative method termed out as to put emphasise on objectives,
measurements, statistical and numeric analysis of the data. It is tool that aids to collect the
practical information about the topic of the research with use of method as SPSS, numeric
information etc. In order to carry out the implication of present research, the researcher can have
11

the use of qualitative technique in form of interview method to gather detailed information about
the topic of research. The present report is based on to determine the implication on to analyse
the actual and expected evaluation of the London Underground (LU) customer service with the
use of qualitative technique so that depth and detailed investigation can get done.
Sampling- This is term that is defined as to select the representative group from population under
the study. It is defined as group of people that takes part in the investigation. Hence, sampling is
method that is classified into the categories as simple random technique, stratified technique and
cluster sampling. Therefore, sample random technique defined as to give equal chance to each
respondent with the use of interview method. In order to determine the implication of present
research the researcher has taken sampling of 50 respondents as passengers. Under this
probabilistic sampling approach has been used to collect the depth information relate to
determine actual and expected evaluation of the London Underground (LU) customer service.
Data collection- It is defined as systematic approach that can be used to gather and measure
information form the variety of sources in terms to get accurate and complete picture to evaluate
outcomes of particular course of action. On the other hand, it is defined as process that work as
to collect information of variable source of interest in terms to standardized and established
manner to text hypothesis and evaluate outcomes of particular course of action. Henceforth, there
are particular two methods of collecting the data that defined as primary method and secondary
method. In this, primary method termed out as to collect the first-hand information on the
particular topic of research, it is one of effective and reliable method to conduct the research. It
can be done with the help of method as questionnaire, surveys, interviews, field trails and
observation etc. It is one of the effective method that helps to collect the systematic and reliable
information about the topic of research.
On the other hand, secondary method of data collection defined as to gather the second-hand
information with the help of variable sources. Thus, it can be done with use of resources as
books, online articles, journals, authors etc. In order to analyse the actual and expected
evaluation of the London Underground (LU) customer service the research has used primary
technique so that fresh and unused data can be gathered to have the reliable and effective
information to the topic of research. Hence, research will have the use of both primary and
secondary information to the research so that effective conclusion can be drawn of research
topic.
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Ethics- It is method that provide the guidelines to conduct the research in appropriate manner so
that depth information relate with research can be gathered. In order to maintain the ethics
related with research, the researcher needs to obtain the prior consent and also protect the
anonymity and confidentiality of information relate with particular topic of research. Hence,
researcher needs to maintain the people rights and dignity relate with particular topic of research.
However, it can be stated that prior consent must be taken before disclosing any information
relate with topic of research.
DATA ANALYSIS
Theme 1 Using London Underground services
Q- 1 Have you ever used London Underground services? Frequency
Yes 48
No 2
Total 50
Interpretation:
It has been analysed that almost every individual has used underground services at least
once. Out of the 50 study participants majority of 48 people informed that most of the time they
use underground services for travelling to long distances. Contrary to this only 2 individuals
stated that they have never used underground lines because it is has huge rush and thus they
avoid using it. From this analysis it can be interpreted that London underground services are well
known to individuals and one of the essential and integral public transport medium.
13
Yes
No
Total

Theme 2 Factors making LU better service provider as compare to other public transport
services
Q- 2 According to you which factors makes LU services better than other
public transport services?
Frequency
Low price 12
High speed 5
Less transportation time 15
All the above 18
Total 50
Interpretation:
When participants were asked that which factors force them to choose underground
services over other public transport system then, a mixed response was obtained from the
participants. 15 out of 50, participants stated that since LU has low transportation time it reduces
the journey time and this is the major reason for their preference. In addition to this 12
participants of the study informed that they prefer to use LU services because of low price. Since
the ticket prices depends upon distance as well as discount offers they used to get low price
tickets easily. 18 people also informed that for them high speed, reduced journey times and cost
effectiveness all the reasons to choose this mode of transport.
14
Low price
High speed
Less transportation
time
All the above
Total

Theme 3 Overcrowding at LU stations
Q- 3 Have you ever experienced overcrowding at LU stations? Frequency
Yes 30
No 20
Total 50
Interpretation:
The 60% of people who participated in the study agreed that they experience the over
crowding at the station. The overcrowding situations becomes more critical during peak hours
and at the major stations of underground services. The remaining 40% of the people informed
that they did not experience over crowd in the underground services. From these results it can be
interpreted that over crowding is one of the service issue which is faced by the customers of LU.
The excessive crowd is not consistent but is evident and a serious issue during peak hours and at
specific stations.
Theme 4 Satisfaction from the facilities at LU
15
Yes
No
Total

Q- 4 Are you satisfied with the facilities at the LU services? Frequency
Yes 15
Somewhat 10
No 25
Total 50
Interpretation:
25 people out of 50 were not satisfied with the customer services of LU. The major
factors for leading to unsatisfactory services are time delay in trains, over crowding, improper
response from the staff members and lack of services for the disabled people. However, 15
people believed that after the infrastructural development the service quality has improved
significantly. Thus, the facilities available at the station can be considered as the effective. 10
people also informed that though at present services cannot be considered as highly effectively
16
Yes
Somewhat
No
Total

but regular improvements such as internet connectivity, online booking and infrastructural
improvements are making the services highly improved.
Theme 5 Delayed underground trains and buses
Q- 5 How often does the underground trains and buses are delayed? Frequency
Always 25
Never 2
Occasional 23
Total 50
Interpretation:
One of the common issue faced by passengers is the unspecified time delays and waiting
time. In the study only 2 people agreed that underground buses and trains does not arrive or
depart late. On the other hand 50% of the study participants shows great dissatisfaction towards
the train delays. They informed that trains are always late and does not arrive on time. However,
23 people stated that though trains are not late always but on many occasion trains arrive late
which affect their waiting time. The improper scheduling, technical issues and negligence from
the staff members served as the major driver for causing delay in the operations of train.
17
Always
Never
Occasional
Total

Theme 6 Services in need of improvement at London Underground
Q- 6 What services do you want to improve at London Underground? Frequency
Safety 5
Public convenience 10
Network connectivity 10
All the above 25
Total 50
Interpretation:
There are several operational aspects which needs improvement in underground services.
One of the key improvement area is network connectivity. 10 out of 50 people stated that
authorities must take steps to improve the internet connectivity within tube. Since with the
increasing use of technology internet has become an essential part of the life and thus tunnels
must also be provided with the internet connectivity. The same number of people also stated that
there is high need of public convenience services so that stations are not soiled with urine and
other biological wastages. A very few people were concern about the safety needs so out all the
18
Safety
Public
convenience
Network
connectivity
All the above
Total

study participants only 5 people stated that security and safety needs must be improved.
However, a majority of 25 people believed that all of these aspects must be improved
simultaneously.
Theme 7 Easy accessibility of LU services by individuals suffering from mobility issues
Q- 7 Do you think that LU is easily accessible to people with mobility
issues?
Frequency
Yes 15
No 20
Not sure 15
Total 50
Interpretation:
For the disabled people stations have very limited services. For example the steps and
space between tracks and trains often make it hard for the wheelchairs to be used at the
underground services. 20 people stated that in their opinion as per the present infrastructure
immobile people may not access the underground services effectively. The steps and elevators
19
Yes
No
Not sure
Total

without any supporting ramps make it impossible. However, 15 participants informed that
though some stations may not have services but all major stations are going through
improvements and ramps are being developed. Thus disabled people can access LU services. A
good number of 15 people informed that they are not aware if disabled people find any
difficulties at stations or if there are any kinds of services available for them at LU.
Theme 8 Behaviour of staff members at LU
Q- 8 Are you satisfied with the behaviour of staff members at LU? Frequency
Yes 10
No 20
Not sure 20
Total 50
Interpretation:
20
Yes
No
Not sure
Total

Out of the total study participants only 10 people informed that they are satisfied with the
customer services of LU. On the other hand 20 participants stated that they on many occasions
there are insufficient number of staff members on platforms. It makes it really hard for them to
gain information from them. In addition to this staff members does not provide any satisfactory
answers to them when they enquire about train delays or compensations. The 20 study
participants were unsure that if staff members behaves in desired manner or not.
Theme 9 Monitoring at LU stations for improving security
Q- 9 Do you believe there is need to improve monitoring at LU stations
from security perspective?
Frequency
Yes 10
No 10
Not sure 30
Total 50
Interpretation:
21
Yes
No
Not sure
Total

Security perspective seems to be less known aspect among people. It has been interpreted
that out of 50 only 10 people believed that LU services must be monitored more strictly so that
suicide, accidental risk and security threats can be monitored and eliminated. On the other hand
equal number of people informed that the present status of monitoring is sufficient and
satisfactory from the safety purpose. Since LU is improving its infrastructure, services are
becoming more secure. A majority of 30 people stated that they are not sure if security needs to
be improved or not because they have not witnessed any kind of loop hole yet.
Theme 10 Receiving compensatory money for delayed trains
Q- 10 Have you ever experienced difficulty in getting compensation
money against delayed trains?
Frequency
Yes 40
No 10
Total 50
22
Yes
No
Total

Interpretation:
There has been provision to provide compensation to passengers if trains are delayed.
Though there has been increased in delayed trains but consumers have to face difficulty in
receiving their compensation. Around 90% of the people informed that the process to claim the
amount is very complex and staff members give very less support in the process. However, 10 of
the study participants do not agree with this opinion. They believe that LU has made online
applications so that amounts can be transferred very quickly. It has made it very convenient for
them to claim refunds.
Theme 11 Resources to provide information to customers
Q- 11 Does underground stations have effective resources to provide
information to customers?
Frequency
Yes 20
No 5
Not sure 25
Total 50
23
Yes
No
Not sure
Total

Interpretation:
People often find it hard to search for their train, platform or other necessary services
among crowd occupied underground services. Out of total participants 20 people informed that
LU platforms have proper sign boards and digital displays so that all necessary information can
be obtained. However, 5 people does not agree with it and believe that in proportion to the
density of customers there is need to improve the information resources. On the other hand the
majority of 25 participants were not sure regarding the status of information resources.
Theme 12 Changes for improving service quality of London underground services
Q- 12 According to you what changes can improve the service quality of
LU?
Frequency
Infrastructural changes 10
Staff training 5
Operational monitoring 3
All the above 32
Total 50
24

Interpretation:
According to majority of 32 participants the customer service of LU services can be
improved only if infrastructural changes are incorporated with staff training and monitoring. Out
of 50 participants 10 participants believes that most of the mismanagement and drawbacks are
due to infrastructure limitations and thus for service improvements this aspect must be improved.
However, 5 participants informed that services can be improved only if staff members are trained
properly and available at the stations for longer duration.
Theme 13 Easy ticket booking and payment making for LU services
Q- 13 Do you find it easy to book tickets or to make payments for LU
services?
Frequency
Yes 15
No 20
Not sure 15
Total 50
25
Infrastructural
changes
Staff training
Operational
monitoring
All the above
Total

Interpretation:
There are people such as pregnant women, disabled citizens and older people who faces
difficulties in getting tickets. The situations become worse in the peak hours when there is huge
crowd. This can be interpreted as 20 participants agreed to the fact that they do not find it easy to
book tickets or to make transactions. Though online services are available but network barriers
remain one of the challenge. Apart from these people 15 people stated that ticket counters are
made near lifts or elevators so it is convenient for them to get tickets.
Theme 14 Priorities of LU to satisfy customer needs
Q- 14 According to you what should be the first priority of LU to satisfy
customer needs?
Frequency
Infrastructural improvement of existing stations 10
Development of new stations and destinations 6
Wi-Fi and network connectivity in tunnels 20
All the above 14
Total 50
26
Yes
No
Not sure
Total

Interpretation:
Among study participants 20 people suggested that improving the internet services within
tunnels must be the first priority of LU service providers. However, 10 people also believes that
before Wi-Fi services it is more important to improve the infrastructure so that more stations can
be covered along with the safety aspects. 14 people stated that along with these development
areas LU service providers must also focus on developing new stations so that more people can
use these services.
Theme 15 Health and medical services at LU for dealing with accidents
Q- 15 Do you think underground services have sufficient health and
medical care services to deal with accidents?
Frequency
Yes 5
No 15
Not sure 30
27
Infrastructural
improvement of
existing stations
Development of new
stations and
destinations
Wi-Fi and network
connectivity in tunnels
All the above
Total

Total 50
Interpretation:
In response to the accidents and safety threats only 5 people think that underground
tunnels have all necessary safety equipment and arrangements for providing emergency medical
care. Contrary to this nearly half of the sample population is unaware of availability of such kind
of facilities. The lack of information can be one of the reason for this. Thus, it can be interpreted
from the analysis that LU need to enhance the health services so that it can handle the
emergencies at the station.
FINDINGS
On the basis of above findings, the measures of improvement are defined in the following
manner are as-
28
Yes
No
Not sure
Total

 London Underground (LU) customer service should get improve with help of reliability,
capacity and to inform the customer on the circle, district and metro-politician lines. It
aids to enhance the train frequency from 28 to 32 trains per hour in central London
junction.
 These four lines must get improvised and these are as Shaun jones, vice president, ground
transportation system at Thales and this is one of significant term that aids to upgrade the
signalling system of this high complexity railway.
 Hence, the modernisation of this four lines aids to make vast difference to hundreds of
thousands of customers every day by making the journey of the customer more
comfortable and quicker. It is one of the effectives term that make customer information
more accurate and also improve the reliability for the long term.
 To keep the underground running effective the continue renovation and upgradation of
the work is need to be conducted, the stage of development and redevelopment aids to
enhance the satisfaction within the customers.
 The legal authorities must pay the accurate budget as funding in term to restructure that
convertible packaged to the successful bond issue. Henceforth, the government must take
initiative to bring better and effective services that can improve the experience of the
customer.
 The LUL team need to put their major core focus over the managing the emerging issues
and risk that driven by the simplified integrated programmes.
 To deliver the challenging programmes of the scales that requires one highly performing
team to establish their activities quickly. This aids to bring reliable and effective
experience to the customers. Thus, government should take initiatives to manage the
issues so that customer can get better and improved experience.
RECOMMENDATIONS
Currently the underground transportation system is facing different issues that are making
transportation difficult, risky and inconvenient for both passengers and transportation authorities
in London. The most common issues faced by the underground transportation are- less capacity
of transportation system, fares of other transportation is too high, overcrowded transportation
network, security issues, monitoring issues and cleaning issues. This issues are commonly faced
by different nations and these issues can be minimised by making certain changes and
29

implementing some innovative changes in the underground transportation network. The first
issue is related to the capacity of the network. If the capacity of transportation less than the
requirement it may lead to more troubles and to reduce this issue management need to take
different initiatives to launch new mode of transportation and their also some chances to improve
the capacity of current system by increasing number of coaches in the tubes or trains. The other
problem for the underground transportation system is about fares of other transportation facility
are way too high for middle class people and is difficult for them to manage with it so there are
preferring underground network for transportation. The burden of underground network can be
reduced by providing alternating facility to passengers on low fare. The next problem of the
underground network is overcrowded public transport (O'Keefe, and et.al., 2017. Most of the
people in the London are using the underground network for transportation to travel because it is
cost effective for them. The situation of the overcrowded condition can be prevent by making the
effective schedule for transportation facility to reduce the load of each vehicle for single time.
The frequent and fast movement of trains and buses can reduce this issues. The other thing
authority can perform is – provide parallel network to handle more people at same time.
The most difficult issues for the management is the security and safety of underground
transportation network. Because of huge crowd and busy schedule of trains it is difficult for the
police and management to maintain security in the underground transportation network. People
are using it for committing suicide and criminal activities. This is causing major security
concerns to local administration. These issues need focus of authorities to reduce the cases of
security issue in the underground network. This problems can be reduced by making different
security protocol at stations to avoid the security concern in the transport facility. The multiple
check points can be used by the administration to prevent such actions like suicides and other
criminal activities at stations and in tube and buses. The security checks will prevent these
problems for organization. Other issues are related to monitoring problems that are causing many
management problems to local employees who are working for underground transportation
network. For monitoring of the passengers and employees management can use different
facilities and technologies. For example management of the underground transportation can use
Radio Frequency identification technology to manage and monitor the employees and passengers
who are using particular service at particular time. This will help transportation system to
perform research and data collection to make and design future plan for the underground
30

transport network. Other than RFID management also can implement AI (Artificial Intelligent)
system to track the movement of both employees and customers. This will help to reduce the
different incidents in the stations and transportation facility. The Artificial intelligent system is
also able to track the behaviour of passengers so this will also help the management to make
effective time table for movement of transportation vehicles. This will reduce the burden on the
transportation system and it will make system cost effective and productive for management
(Ossa-Moreno, Smith and Mijic, 2017). The more technical issue is the cleaning of underground
system because it is difficult for workers to perform cleaning work in busy schedule of
transportation network. It is also difficult because there is huge risk of safety hazard during the
cleaning of the network. This issue can be reduced by running or using the cleaning train on
particular low load time to clean the network to make it more efficient for management. This is
how different issues of the underground network can be minimises by targeting each of them as
individual problem instead of taking it as a complex problem or trouble.
CONCLUSION
This report is concluding the importance of underground transportation network for a
metropolitan city London. As per the research work the underground network of transportation is
facing different issues cause of general problem which are related to the management and
administration. The case of the underground transportation system is analysed to find the
particular problem of network. Different type of research is performed to find the issues of
underground railway, metro and bus service. The transportation in a city is most important for
both people and administration to manage the growth of city and keep the actions positive and
profitable for all. To collect the information of the transportation network various methods are
used and on the basis of research problems of the underground transport system has been
concluded. The brief of transportation in London is provided in the report to study issues of
underground transport systems. The individual problem of the transportation system is studied in
deep to find the reason of each problem. During the research work different things has been
evaluated which are about the efficiency of transport. All the issues of London underground
transport system that is including train network, metro network and bus network. For each type
of services different suggestions are provided to make this system effective and free from
different problems. Some of technical and management changes can be used as solution to these
31

issues. This research has provided brief information of London transportation facility and its
current issues.
32

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34

APPENDIX
Questionnaire
Name- __________________
Age- ___________________
Gender- _________________
Q- 1 Have you ever used London Underground services?
 Yes
 No
Q-2 According to you which factors makes LU services better than other public transport services?
 Low price
 High speed
 Less transportation time
 All above
Q-3 Have you ever experienced overcrowding at LU stations?
 Yes
 No
Q- 4 Are you satisfied with the facilities at the LU services?
 Yes
 Somewhat
 No
Q-5 How often does the underground trains and buses are delayed?
 Always
 Never
 Occasional
Q-6 What services do you want to improve at London Underground?
 Safety
 Public convenience

 Network connectivity
 All above
Q-7 Do you think that LU is easily accessible to people with mobility issues?
 Yes
 No
 Not sure
Q-8 Are you satisfied with the behaviour of staff members at LU?
 Yes
 No
 Not sure
Q-9 Do you believe there is need to improve monitoring at LU stations from security perspective?
 Yes
 No
 Not sure
Q-10 Have you ever experienced difficulty in getting compensation money against delayed trains?
 Yes
 No
Q- 11 Does underground stations have effective resources to provide information to customers?
 Yes
 No
 Not sure
Q- 12 According to you what changes can improve the service quality of LU?
 Infrastructural changes
 Staff training
 Operational monitoring
 All the above
Q- 13 Do you find it easy to book tickets or to make payments for LU services?
 Yes
 No
2