A more “informative” TTC: a key customer charter promise2/28/14 6:00 AM
The TTC’s most recent Customer Satisfaction Survey reveals a general, year-over-year improvement in how our customers perceive us. And that’s encouraging, especially as many of the areas that show strong improvement are those where we have applied intense management focus, such as improving the cleanliness of stations and vehicles.
One area that you tell us you want to see further improvement is the timeliness and quality of the information we provide. Our recently released 2014 Customer Charter contains time-bound promises to take material steps to address this need.
Next week, we will begin a trial of new signs (called wayfinding) at Bloor-Yonge Station, as part of a drive to make getting around our subway stations easier. The system will feature new line numbers to identify subway routes, simplified messaging on signage, and better identification of barrier-free pathways through the station.
In a few weeks, we will introduce similar new signs to St George Station. We have deliberately chosen our busiest stations for these trials. More on this next week.
Being more informative is a key commitment that we are making in 2014. By the end of this year, we will have installed 60 more digital customer information displays to provide at-a-glance, real-time service details at locations across the TTC. Public address speakers will be upgraded at a number of our subway stations so that announcements are audible and understood. As well, we will continue to produce a range of videos to keep you informed about activities and operations at the TTC.
Finally, we have started the process of commissioning a modern communications network for our buses and streetcars. Once installed, we will be able to directly provide customers with timely and relevant service information that may affect your journey. This technology is something that we have needed for a long time, and I am pleased that we have secured the funding to finally take this big step forward on our quest to keep you informed throughout your time with us.
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