Season 6: Episode 1 – Hear from Sybil Nicolson, Insight Executive for Transport for London

We’re delighted to welcome Sybil Nicolson and Kristian Green to the first episode of our sixth season of Customer Perspective.  Sybil is an Insights Executive for Transport for London, which many of you will know as TfL.  Kristian is a Director in Ipsos’ UK Channel Performance – Mystery Shopping team, and a transport and tourism sector expert.

For those of you not familiar with TfL, this is the organisation which runs the operation of London’s public transport network and manages London's main roads – no small task given we’re talking the likes of 1.4bn tube travellers every year, 2.3 bn bus passengers – when every journey matters… that’s quite the organisational challenge!

Sybil and Kristian describe some of TfL’s research activities, including their large-scale, long-term Mystery Shopping programme: London Underground Customer Care Monitor (CCM).  They explain how it remains fresh after more than 10 years, the research and logistical challenges associated with such a major initiative and how to overcome, and, most importantly, how TfL puts this to work, to drive positive change across the organisation and improvements for customers.

For more information about how to build a successful mystery shopping programme, head to Designing a ‘Smarter’ Mystery Shopping Programme | Ipsos. And do check out our latest Ipsos CX and Channel Performance thinking.