Transport for London (Docklands Light Railway Limited): 10-year customer vision

North Star were engaged to create a 10-year customer vision for DLRL. In 2015, we supplied a specialist team to conduct detailed analysis of current and proposed plans for enhancing customer experience at DLR. After establishing gaps, the team made a number of proposals including modal integration, interfaces and connectivity, passenger communication, customer service and station design and layout.

The objective of the project was to deliver a 10-year vision on how DLR could improve customer satisfaction scores from 90 to 92, in light of challenges such as growth in patronage and the introduction of Crossrail.

The work recommended nine key initiatives that would deliver the customer satisfaction results intended. Each was valued for their impact on the customer satisfaction scores over the 10 years.

Subsequently, North Star were retained to be the lead in translating the recommendations into reality. We led the team that provided specific detail on timelines and costs and delivery plans were developed for the purposes of budgeting and scheduling the work.

“I commissioned North Star to help develop a ten-year plan for the customer experience on the Docklands Light Railway, to define how the DLR will meet and exceed the changing needs and expectations of its customer.

“North Star’s team conducted an extensive and in-depth analysis of customer needs and anticipated well their future requirements. The findings were compelling, numerate and prioritised, guiding our strategy for improvement and delivering a tactical plan to deliver it. I would certainly use North Star again in the future to deliver work of a similar type.”

Steve Helfet, Head of Operations, Docklands Light Railway Limited.