TfL 96020 Customer Insights Study - Retail

TfL Estates wishes to better understand its customers' (ie tenants) experiences and needs across all in-station retail (and several out of station retail locations). To that end the intention, as a result of this competition, is to appoint a suitably experienced consultant to carry out a detailed customer insight study, to include the following deliverables: • Create detailed end-to-end customer journey/experience map for retail - covering in station and some of the main properties involved in out of station retail • Understand customer needs and expectations at each stage of their experience • Measure how TfL are performing at each stage of the customer journey against their ex…