'Mystery Travellers'
 

I've been aware of supermaket chains in particular employing "mystery
shoppers" (people who turn up to a shop in normal clothes and assess / rate
the shop and service on a range of factors), but never known of this being
done by London Buses as well. Until I got on a bus this afternoon, where
there was a woman with a little black filofax-style book sat halfway down
the bus ticking and crossing away and adding a couple of notes. If the
operators get extra points for dirty buses and drivers seeing how many OAPs
they can try and help fall over before they can find a seat, then someone's
doing quite well this afternoon...

'Mystery Travellers'
 

On Fri, 29 Sep 2006 18:04:00 +0100, "Neil Watson"
wrote:

I've been aware of supermaket chains in particular employing "mystery
shoppers" (people who turn up to a shop in normal clothes and assess / rate
the shop and service on a range of factors), but never known of this being
done by London Buses as well. Until I got on a bus this afternoon, where
there was a woman with a little black filofax-style book sat halfway down
the bus ticking and crossing away and adding a couple of notes. If the
operators get extra points for dirty buses and drivers seeing how many OAPs
they can try and help fall over before they can find a seat, then someone's
doing quite well this afternoon...

This is standard practice for TfL Buses and for LU where mystery
shoppers are used to evaluate all sorts of aspects of the service. Some
elements are linked directly to contractual payments.

I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


Admits to working for London Underground!

'Mystery Travellers'
 

"Neil Watson" wrote in message
...
I've been aware of supermaket chains in particular employing "mystery
shoppers" (people who turn up to a shop in normal clothes and assess /
rate
the shop and service on a range of factors), but never known of this being
done by London Buses as well. Until I got on a bus this afternoon, where
there was a woman with a little black filofax-style book sat halfway down
the bus ticking and crossing away and adding a couple of notes. If the
operators get extra points for dirty buses and drivers seeing how many
OAPs
they can try and help fall over before they can find a seat, then
someone's
doing quite well this afternoon...

All aspects of TfL are mystery shopped including taxis, bus stations, bus,
tubes.
The tube visits are extensive with several hundred visits each quarter.

Nicks

'Mystery Travellers'
 

Paul Corfield wrote:

I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


It's a pity, then that they never seem to have visited the 28 or 295
routes - half of the drivers would be off the road if they did.

As for timing - last Thursday I needed to get a 295 from Wandsworth
Bridge Road to Clapham Junction. I was at the bus stop by 12.15p.m. -
no 295 untul 12.35 and that only went as far as Wandsworth Bridge. Only
after another 10 minutes did one bound for Clapham Junction arrive - a
total of 40 minutes' wait.

The "three in a row" syndrome is alive and kicking!

It beggars belief that this is considered an adequate "service" by
anyone.



Marc.

'Mystery Travellers'
 

On 30 Sep 2006 03:35:22 -0700, "
wrote:


Paul Corfield wrote:

I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


It's a pity, then that they never seem to have visited the 28 or 295
routes - half of the drivers would be off the road if they did.

I can't comment on your complaints with those services.

You might be moderately interested to know that the 295 is to get a
night bus service. In addition it looks like the 28 will become 24 hour
as well (on its current route thus replacing the N28) with the N31 being
increased in frequency to cover the bit to Camden.

http://www.tfl.gov.uk/buses/download...est-london.pdf
--
Paul C


Admits to working for London Underground!

'Mystery Travellers'
 

Paul Corfield wrote:
On 30 Sep 2006 03:35:22 -0700, "
wrote:


Paul Corfield wrote:

I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


It's a pity, then that they never seem to have visited the 28 or 295
routes - half of the drivers would be off the road if they did.

I can't comment on your complaints with those services.

You might be moderately interested to know that the 295 is to get a
night bus service. In addition it looks like the 28 will become 24 hour
as well (on its current route thus replacing the N28) with the N31 being
increased in frequency to cover the bit to Camden.

http://www.tfl.gov.uk/buses/download...est-london.pdf
--
Paul C


Admits to working for London Underground!

Many thanks for the link, Paul!

Fascinating stuff- I had no idea about any of these proposals, despite
being a member of L.O.T.S.!

Marc.

'Mystery Travellers'
 

On 30 Sep 2006 06:41:52 -0700, "
wrote:


Paul Corfield wrote:

You might be moderately interested to know that the 295 is to get a
night bus service. In addition it looks like the 28 will become 24 hour
as well (on its current route thus replacing the N28) with the N31 being
increased in frequency to cover the bit to Camden.

http://www.tfl.gov.uk/buses/download...est-london.pdf

Many thanks for the link, Paul!

No problem. I only found it myself a couple of days ago but it's
actually nice to see this stuff getting published via the net. If only
all bus consultation material was.

Fascinating stuff- I had no idea about any of these proposals, despite
being a member of L.O.T.S.!

Many of the changes are being phased in over the next couple of months
with the more major London General and Metroline stuff early in the New
Year. The most recent Service Change Bulletin has got dates where before
nothing was firmed up.

LOTS tend not to publish until they are sure that certain items will
proceed although the first set of proposals were in TLB a number of
months ago.
--
Paul C


Admits to working for London Underground!

'Mystery Travellers'
 

wrote:
Paul Corfield wrote:
I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


It's a pity, then that they never seem to have visited the 28 or 295
routes - half of the drivers would be off the road if they did.

As for timing - last Thursday I needed to get a 295 from Wandsworth
Bridge Road to Clapham Junction. I was at the bus stop by 12.15p.m. -
no 295 untul 12.35 and that only went as far as Wandsworth Bridge. Only
after another 10 minutes did one bound for Clapham Junction arrive - a
total of 40 minutes' wait.

The "three in a row" syndrome is alive and kicking!

It beggars belief that this is considered an adequate "service" by
anyone.

I'd encourage you to submit a complaint
(https://www.tfl.gov.uk/buses/contact_form.asp). I've also had very poor
experiences of buses on Wandsworth Bridge Rd (albeit at night on the
N28), where a couple of services in a row appear to be cancelled but
still run empty back up from the bridge towards Fulham - very
frustrating when the N28 frequency is every 30 mins.


--
Dave Arquati
www.alwaystouchout.com - Transport projects in London

'Mystery Travellers'
 

Dave Arquati wrote:
wrote:
Paul Corfield wrote:
I think there is also a separate stream of inspections for driver
quality / driving standards.
--
Paul C


It's a pity, then that they never seem to have visited the 28 or 295
routes - half of the drivers would be off the road if they did.

As for timing - last Thursday I needed to get a 295 from Wandsworth
Bridge Road to Clapham Junction. I was at the bus stop by 12.15p.m. -
no 295 untul 12.35 and that only went as far as Wandsworth Bridge. Only
after another 10 minutes did one bound for Clapham Junction arrive - a
total of 40 minutes' wait.

The "three in a row" syndrome is alive and kicking!

It beggars belief that this is considered an adequate "service" by
anyone.

I'd encourage you to submit a complaint
(https://www.tfl.gov.uk/buses/contact_form.asp). I've also had very poor
experiences of buses on Wandsworth Bridge Rd (albeit at night on the
N28), where a couple of services in a row appear to be cancelled but
still run empty back up from the bridge towards Fulham - very
frustrating when the N28 frequency is every 30 mins.


--
Dave Arquati
www.alwaystouchout.com - Transport projects in London

Thanks for the link to the form, Dave, which I have now saved to my
computer. I shall use it every time I experience such appalling service
- today I had to wait 50 minutes for a 28 bus at the same spot!

Marc.

'Mystery Travellers'
 

Dave Arquati wrote:

I'd encourage you to submit a complaint
(https://www.tfl.gov.uk/buses/contact_form.asp). I've also had very poor
experiences of buses on Wandsworth Bridge Rd (albeit at night on the
N28), where a couple of services in a row appear to be cancelled but
still run empty back up from the bridge towards Fulham - very
frustrating when the N28 frequency is every 30 mins.


For what good it'll do you! I've submitted multiple complaints about
route W6 (Edmonton Green - Southgate), primarily to do with early
running late at night once the service goes down to a half hourly frequency.

Each time, I've basically received the same response, "All the buses are
sent out of the garage on time. *waffle waffle* Traffic conditions mean
that buses sometimes run early. *waffle waffle* Never more than a minute
late in the past year."

As the old saying goes, "There's lies, damn lies, and statistics."

In this case, the statistics involve checks at just three points on the
route, namely the two termini and Palmers Green Station, over the
following shifts:

Mondays to Fridays: 0730 - 1000, 1000 - 1300, 1300 - 1600, 1600 - 1830
and 1830 - 2130
Saturdays: 1000 - 1300, 1400 - 1700
Sundays: 1400 - 1700

Which hardly gives an accurate picture of performance, particularly for
the "low frequency" hours.

Yet despite the evidence repeatedly presented to TfL, First have
retained the W6 contract every time it's been up for renewal!

Cheers,

Barry

'Mystery Travellers'
 

On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

--
jhk

'Mystery Travellers'
 

Jarle H Knudsen typed


On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

It certainly is possible. Some drivers fly round their route as fast as
possible with scant regard for those who might be stranded by their
early running.

I have watched buses pass my house at about the time they should just
have been leaving Kingsbury Circle over a mile away, so they are about 5
minutes early. There's plenty of space for them to wait near Kingsbury
Circle.

--
Helen D. Vecht:
Edgware.

'Mystery Travellers'
 

On Sun, 1 Oct 2006 19:02:23 +0100, Helen Deborah Vecht wrote:

Jarle H Knudsen typed


On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

It certainly is possible.

But the reply from Transport for London seems to indicate that they are of
the opinion it's not.

--
jhk

'Mystery Travellers'
 

Jarle H Knudsen typed


On Sun, 1 Oct 2006 19:02:23 +0100, Helen Deborah Vecht wrote:

Jarle H Knudsen typed


On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

It certainly is possible.

But the reply from Transport for London seems to indicate that they are of
the opinion it's not.

"They would say that, wouldn't they?"

I agree that it might not always be possible. The bus route I was
discussing is short - 4 miles (6½km) from one end to the other. One end
is at a bus station, the other loops round a roundabout, and the route
uses mainly residential streets with little traffic or congestion
off-peak.

The company operating the route has changed recently, but I can
certainly vouch for drivers from the previous operators driving like
something from 'Whacky Races'. The time allowed by the timetable is
generous but running nearly 10 minutes early on a half-hourly service
was unacceptable.

--
Helen D. Vecht:
Edgware.

'Mystery Travellers'
 

On Sun, 1 Oct 2006 21:50:29 +0200, Jarle H Knudsen
wrote:

On Sun, 1 Oct 2006 19:02:23 +0100, Helen Deborah Vecht wrote:

Jarle H Knudsen typed


On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

It certainly is possible.

But the reply from Transport for London seems to indicate that they are of
the opinion it's not.

The bus driver is often in an impossible situation. If he is early this
may well be the result of several issues. The bus in front may be late
and thus picking up passengers that the early bus would normally take.
Many London routes have substantial extra time for the busiest times of
day but at certain times of year (e.g. school holidays) the extra
traffic is not there. Therefore buses run early. If I am a passenger on
a bus that is dawdling along and standing at stops for minutes at a time
I get impatient. Now I can perhaps understand what is happening but a
fair proportion of people will shout at the driver "to get a move on".
They just want to get somewhere and it isn't their issue that the
timetable is wrong or the bus in front is late thus making *their* bus
early. Therefore the driver is at risk of verbal abuse if he simply
stops his bus or drives very slowly. I think perhaps Norwegians are a
little more patient!

There are the unacceptable occasions where drivers just simply drive too
fast in order to get to the other terminal or to reach a relief point so
another driver takes over. This is not on and should be dealt with.
Unfortunately this behaviour can happen at times when the performance
monitoring people are not working (as Barry said). However I would still
complain as the level of complaints is a factor in assessing operator
performance. I would also insist that the issues raised in a complaint
are carried forward for discussion / consideration when the route in
question is next reviewed (typically every 5 years as part of the
retendering process). I complained about route 73 and the issue I raised
will be part of the next review - and I shall make sure to check that it
is considered.

--
Paul C


Admits to working for London Underground!

'Mystery Travellers'
 

In message . com,
" writes
As for timing - last Thursday I needed to get a 295 from Wandsworth
Bridge Road to Clapham Junction. I was at the bus stop by 12.15p.m. -
no 295 untul 12.35 and that only went as far as Wandsworth Bridge. Only
after another 10 minutes did one bound for Clapham Junction arrive - a
total of 40 minutes' wait.

The "three in a row" syndrome is alive and kicking!

It beggars belief that this is considered an adequate "service" by
anyone.
Come and live in West Cumbria, we get a Stagecoach twice a week.
--
Clive.

'Mystery Travellers'
 

Paul Corfield wrote:

There are the unacceptable occasions where drivers just simply drive too
fast in order to get to the other terminal or to reach a relief point so
another driver takes over. This is not on and should be dealt with.
Unfortunately this behaviour can happen at times when the performance
monitoring people are not working (as Barry said). However I would still
complain as the level of complaints is a factor in assessing operator
performance. I would also insist that the issues raised in a complaint
are carried forward for discussion / consideration when the route in
question is next reviewed (typically every 5 years as part of the
retendering process). I complained about route 73 and the issue I raised
will be part of the next review - and I shall make sure to check that it
is considered.

One "classic" example, again involving route W6, happened a few months back.

I boarded a 299 at Muswell Hill Broadway (which, incidentally, is also
operated by First London East, and was awarded as part of a joint bid
incorporating routes 299, 616, 699, W6 and W10) at 22:40 on this
particular day.

Based on past experience, I knew that said 299 *should* get me to
Southgate Station at around 22:54, giving me a six minute connection
into the 23:00 W6 (penultimate one of the night).

Due to disruption on route 102 (nothing unusual there, with the
theoretical 12 minute frequency often becoming more like 20 then 10,
then 20, etc), however, the 299 ended up stopping pretty much
everywhere, so by 22:54 we were just coming up to Ye Olde Cherry Tree at
Southgate Green, where I duly jumped off as I realised we wouldn't reach
the Station in time for the "connection".

Shortly after I crossed the road and was walking down to the bus stop
(on the other side of a mini roundabout), what should go past me but the
W6, running around 7 or 8 minutes early, having departed Southgate
Station well before his booked departure time.

Net Result: Having to wait nigh on 40 minutes for the last bus of the
night, which was running slightly late.

Cheers,

Barry

'Mystery Travellers'
 

Jarle H Knudsen wrote:
On Sun, 1 Oct 2006 19:02:23 +0100, Helen Deborah Vecht wrote:

Jarle H Knudsen typed


On Sun, 01 Oct 2006 01:08:21 +0100, Barry Salter wrote:

"Traffic conditions mean that buses sometimes run early."

I'm a bus driver here in Kristiansand, Norway. When I'm running ealy I
either drive slower or wait at a bus stop to get on time. Is this not
possible in London?

It certainly is possible.

But the reply from Transport for London seems to indicate that they are of
the opinion it's not.

I don't know about the buses in Norway, but the long distance coaches
have an excellent policy - you are guaranteed to be carried. (They are
also pretty good about not being early) This means that if a coach
turns up to a stop in the middle of nowhere with a full complement of
passengers, another coach is laid on without question - or, as they put
it, "Garantert plass uten reservasjion"
URL:http://www.nor-way.no/nbeweb/index.jsp?lang=en

Sid

'Mystery Travellers'
 

Clive Coleman. wrote:
In message . com,
" writes
As for timing - last Thursday I needed to get a 295 from Wandsworth
Bridge Road to Clapham Junction. I was at the bus stop by 12.15p.m. -
no 295 untul 12.35 and that only went as far as Wandsworth Bridge. Only
after another 10 minutes did one bound for Clapham Junction arrive - a
total of 40 minutes' wait.

The "three in a row" syndrome is alive and kicking!

It beggars belief that this is considered an adequate "service" by
anyone.
Come and live in West Cumbria, we get a Stagecoach twice a week.

The real question would be, are they on time?

--
Dave Arquati
www.alwaystouchout.com - Transport projects in London