Department for Transport and Transport Focus

The challenge

The Department for Transport wanted to develop an understanding how train operating companies (TOCs) were operating their lines.

A nationwide extensive auditing program to visit 1,000 train stations across the UK. These stations are to be analysed, graded and ranked.

The strategy

We designed and created a survey to audit stations. It involved analysing the entire consumer experience; car parking facilities, ticket facilities, cleanliness, inclusivity, staff helpfulness, restroom facilities. 

We then recruited, trained our team of market research auditors and devised a schedule to cover the UK. Once we nailed down a plan, we deployed our teams across the country and gathered our results within one month.

The results


Stations were fully audited in 1 month

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