Case Study: MRBCV improves London Underground ambience with VISION Consulting

MRBCV - Customer Case Study

MRBCV, responsible for a third of the London Underground network, needed to improve the ambience of the Central Line fleet while meeting strict PPP performance requirements. With scores in decline and customer satisfaction suffering, MRBCV turned to VISION Consulting for help creating a more customer-centric operating approach and improving its Mystery Shopping Survey results.

VISION Consulting worked alongside MRBCV staff and cleaning teams to design a new ambience improvement programme, build trust across the operation, and align commercial incentives through shared risk and reward. The result was a Mystery Shopping Survey score of 72.3, above the 69.1 target, a reversal of the decline in ambience performance, increased cleaning from 4 to 28 trains per day, full-fleet cleaning every six days, graffiti elimination across the fleet, and a contract cleaner attrition rate reduced from 40% to under 5%.