Mystery Shopper

Posted in Tubeworker's blog on Fri, 13/05/2011 - 12:44,

Since the beginning of April the Northern Line has not been stopping at Tottenham Court Road. Slight puzzle, then, when TCR was marked 'red' for making no announcements on the Northern Line platforms in the month of April.

The amount of managers' energy spent on getting 'green' scorecards might lead you to think this was important. Incidents like this prove how flawed, meaningless and irrelevant this system is. Staff would be far better off concentrating on helping customers in a way they genuinely appreciate, rather than making announcements noone hears or repeating robotic stock phrases that only irritate everyday passengers.

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