I’ve got a couple of meetings in
So I looked at the Transport for London website for information about the Oyster card, and costs of ‘normal’ tube/bus/train tickets to compare it to. After searching various web pages, at last I found a 20 (yes twenty) page brochure of tube/bus/train ticket costs for 2007 called “Your Guide to Fares and Tickets…Tram, Tube, bus and DLR”. I’m sure to find the answer here I thought…Not a chance. Having trawled my way through tables, capping rates, travel card and season ticket options, I was simply delighted to notice that at the end, as if the previous twenty pages weren’t enough, the brochure listed the titles of five other leaflets I could pick up from the Tube Station if I needed further information……Sacrebleu!
Compare this complete fiasco with my travel experience in
The French definitely know something about Customer Service that we in the
Think about how much time it takes to write a 20 page brochure, check its accuracy, and keep it up-to-date. And all the time (and money) it takes to maintain the myriad of different pricing tariffs that the brochure tries to explain. According to the Economic and Social Research Council, the good news is that UK productivity has increased substantially across each of the last four decades. However, they also quote data from the Office for National Statistics which shows that France has higher labour productivity per worker than the UK (see the paragraph called “Comparative Productivity – International”), and this has been the case for many years. Another example of where ‘less is more’.