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Improving customer service and satisfaction at London Underground

Mary Miller (Customer Service Centre Manager at London Underground Limited – a company she joined in 1989 as International Sales and Marketing Manager responsible for overseas sales which amounted at that time to £7.9million. Mary was invited in 1992 to set up a customer services centre from almost a zero base. She now has 22 staff.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1995

3457

Abstract

Outlines the ways in which London underground aims to improve customer service and ensure customer satisfaction. The key factor has been the setting up of a customer service centre. Describes how claims made under the Customer Charter are processed, and how the penalty fare scheme operates.

Keywords

Citation

Miller, M. (1995), "Improving customer service and satisfaction at London Underground", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 26-29. https://doi.org/10.1108/09604529510796313

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

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