How a Small Upgrade Transformed London Underground’s Customer Satisfaction

A simple, inexpensive upgrade led to a dramatic improvement in customer satisfaction for the London Underground.

You don’t need massive changes to make a big impact.

Surprisingly, it wasn’t about faster trains, more frequent services, or new tube lines. The game-changer? Electronic displays on the platform.


People are happier waiting 10 minutes for a train knowing, than waiting 5 minutes not knowing in a state of uncertainty.

Uncertainty is the real problem—not the wait time.

Think about airlines. The worst thing they can do is display “Delayed” without a time. It drives passengers mad. Even if you don’t have all the details, putting an estimate reduces anxiety.

This applies everywhere. We don't mind waiting for an Uber because we can track the driver’s arrival, but waiting for a taxi with no updates? That’s frustrating.

It’s not always about speeding things up. It’s about reducing uncertainty.

Clear communication and managing expectations can greatly improve satisfaction—whether it’s with employees, customers, or shareholders.

That is it for today, take it easy until next time.

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