scope:

Introduction

In this new Station Presentation Handbook there are some new sections and some old favourites to help you keep your station looking smart.

Our vision is to be 'A world-class Tube for a world-class city'. This handbook covers new topics, such as describing what a worldclass station should look like, both inside the station and on the street, managing our assets and a walk-through checklist as well as topics that you have seen in the past, covering ambience, customer information, signs and ticketing.

This handbook is designed to help you keep your station looking smart and cared-for and free of unwanted or too many stickers. By following the advice given, your Mystery Shopping Survey (MSS) scores should be consistently good for your station.

MSS is an excellent way of finding out how aspects of our ambience are objectively viewed. To find out what MSS scores your station has achieved, look at the Service Performance Information page on the Intranet. You can look at your individual station scores and compare, quarter on quarter.

If you want to know what our standards say we should be achieving in MSS, have a look in the e-library on the Intranet for the Station Ambience standard.

On many MSS issues, an effective working relationship with your Infraco, cleaners and other suppliers can be the key to success. Another source of useful information is the Good practice guide - Station ambience and décor; this provides useful advice, in addition to the help that this handbook will give you to keep those MSS scores as high as possible. You can get a copy of this by printing the .pdf on the Intranet or by contacting the Design helpdesk (Auto: 44656). As you know, increases in MSS scores have a positive effect on our Customer Satisfaction scores.

However, while MSS is our main tool for measuring our ambience performance in detail, simply walking round your station (including the exterior), seeing it afresh through a customer's eyes, is immensely valuable. This is the way to see how well all the components fit together, and is an opportunity to check that we are indeed displaying pride and passion, evidence that we are in complete control of our environment.