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Metrolink customer confidence qualitative research

1. Who we are?

Transport for Greater Manchester [“TfGM”] is committed to making sure that we tell you about the ways in which we use your personal information and that we have the right controls in place to make sure it is used responsibly and kept safe from inappropriate access, theft, or misuse.

This notice explains how we use your information and tells you about your privacy rights and how to law protects you.

For further information about our core data protection obligations and commitments please see TfGM’s primary privacy notice.

2. Summary of the survey

TfGM is undertaking qualitative research so that we can better understand how passengers feel about returning to the Metrolink network when Covid-19 restrictions are eased. The insight on crowding will also support decisions on capacity provision. This research will capture evidence about how people (both passengers and staff) feel about returning to the network but also to understand more about how to “build back better”.

Temple Group has been commissioned to undertake this work on TfGM’s behalf. They will be conducting a series of face-to-face interviews, accompanied journeys and gathering travel diaries.

TfGM is the Data Controller. This means TfGM has decided how your personal data is processed and for what purposes.

Temple Group is a Data Processor and Social Research Associates a sub-processor. This means that they are responsible for collecting and processing your personal data on behalf of the Data Controller.

3. What information we will collect from you (the purpose and legal basis for processing information)

Temple and Social Research Associates will be interviewing approximately 250 customers face-to-face. They will be asking questions about how often you use Metrolink, both now and before the pandemic, and whether you have any specific concerns about travelling on the tram due to Covid-19.

These questions are optional and include:

  • Age
  • Gender
  • Working status
  • Health and disability.

These questions are optional.

Temple will invite 20 respondents from the customer face-to-face interviews to complete accompanied journeys. This will involve a further in-depth survey on your travel experience whilst being accompanied by a researcher. Participants will be offered £10 incentive. This will either take place following on from the customer interview or at a time mutually arranged.

In order to participate in the accompanied journeys, we will ask you to provide:

  • Name
  • Telephone number.

Temple will also be conducting 10 telephone interviews with Metrolink staff in order to capture their views on how people have been reacting when using the service during the pandemic.

4. Our lawful basis for processing under GDPR is:

Article 6 1(e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller

For the more sensitive data:
Article 9 2(g) processing is necessary for reasons of substantial public interest.

5. How information is collected

The interviews are carried out face-to-face by Temple and Social Research Associates who complete their work in line with GDPR. Each paper copy of the interview is securely stored for 6 months at Temple/SRA’s office (UK).

6. How we ensure the security of your data

TfGM and Temple comply with their obligations under the GDPR by keeping personal data up to date; by storing and destroying it securely; by not collecting or retaining excessive amounts of data; by protecting personal data from loss, misuse, unauthorised access and disclosure and by ensuring that appropriate technical measures are in place to protect personal data.

All electronic survey information will be encrypted with a secure password. Temple and Social Research Associates will restrict access to your personal information.

Your data will be analysed anonymously with all other participant data. Temple and Social Research Associates will report the findings of the research to TfGM. No individual will be made identifiable during reporting.

7. Information retention

All personal data will be deleted following the close of the project.

8. Transferring data

Data collected and stored by all parties will be stored in the United Kingdom.

9. Data sharing

The information collected as part of this survey will only be used by TfGM for the purposes explained above.

10. What rights do individuals have?

TfGM must comply with the General Data Protection Regulations (GDPR) and the Data Protection Act 2018.

Under data protection law, your rights include:

  • Your right of access - You have the right to ask us for copies of your personal information.
  • Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
  • Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
  • Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.
  • Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.
  • Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

If you wish to make a request, please contact us at data.protection@tfgm.com.

11. How can I make a complaint?

If you are not satisfied with how TfGM is using the information we hold about you, please contact our Data Protection Officer by emailing data.protection@tfgm.com.

If you are still not satisfied with TfGM’s response to any request to exercise your individual rights or if you believe that TfGM is not processing your personal data in accordance with the law, you can contact the Information Commissioners’ Office:
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
Telephone: 0303 123 1113.