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Volume 5, Issue 1
1 February 1995
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 5, Issue 1
Case Report| February 01 1995

Improving customer service and satisfaction at London Underground

Mary Miller
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.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1995
Managing Service Quality: An International Journal (1995) 5 (1): 26–29.
https://doi.org/10.1108/09604529510796313

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: Citizens’ Charter, Customer service, Passenger transport, United Kingdom
© MCB UP Limited
1995
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