Editorial Archive

SURVEY SAYS: TTC improvements are showing!

10/2/15 6:00 AM

At this week’s meeting of the TTC Board, I was proud to hear staff present the results of our Customer Satisfaction Survey for the second quarter of 2015.

The survey takes feedback on all aspects of TTC service from 1,000 regular TTC riders each quarter. The aggregated score gives us a good insight into overall customer satisfaction, as well as the drivers behind any significant movement in scores – up or down.

Scores are analyzed to identify and prioritize critical areas for improvement. As such, the survey is an invaluable tool in our journey to becoming a transit service that makes Toronto proud.

The latest survey looked at April to June and resulted in a score of 79 per cent of respondents declaring the overall service to be good or excellent, up from 72 per cent compared to the same time last year. We have only achieved a score of 79 per cent once before and that was before many of our improvement initiatives had time to take hold. It’s also noteworthy to mention that this score predates our highly successful Pan Am/Parapan Am Games service.

What is particularly gratifying is that the analysis shows that, not only is customer satisfaction higher across all modes (bus, streetcar and subway), the increased scores are directly correlated to areas where we have invested significant effort and attention to detail.

Line 1 has seen a significant increase in customer satisfaction, driven by a 26-per-cent reduction in daily delay minutes and a 13-per-cent reduction in the number of incidents. Satisfaction about the cleanliness of the system has also improved as has satisfaction with core reliability on our surface routes where we have made huge efforts to reduce the number of short turns and gaps between vehicles.

Early analysis of third quarter (July-September) survey results show higher scores still – and these scores predate the introduction of additional service in September as part of Council’s record investment in transit service.

I always said it would take time to get the TTC back to being the best transit service in North America. These results suggest that we are on the right track.

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