Samenvatting
Accent, MVA and LT have recently won a market research (AMSO) Research Effectiveness Award for the 1996 Customer Priorities work. This work built upon a project undertaken in 1993, which examined customer priorities amongst competing investment requirements for the London Underground. The 1996 project comprised some 2,250 SP interviews which provided prioritisation and monetary values for some 104 attributes. The data is coupled with monitoring data to provide an effective management decision making tool for all investment placed within the organisation. The AMSO paper dealt with the details of the approach and went on to discuss how it works in practice, providing details of a specific investment programme.