Editorial Archive

Customer satisfaction at 80 per cent: TTC survey

9/30/16 6:00 AM

At this week’s meeting of the TTC Board (Sept. 28), it was good to be able to report a sustained increase in customer satisfaction, as measured through our quarterly Customer Satisfaction Survey.

The TTC surveys to gather feedback from regular and infrequent TTC riders every three months. It provides us with invaluable data across subway, bus and streetcar (with a separate survey for Wheel-Trans), allowing us to evaluate the effectiveness of changes we have made and to identify those areas that customers still need us to improve.

Over the last two years, we have reduced the number of subway delays by 10 per cent and the duration of those delays by 35 per cent. On buses and streetcars, we have halved the number of times buses have been short-turned and cut streetcar short-turns to one-fifth of their 2014 total. What is particularly pleasing is that customer satisfaction shows sustained improvement in every area where we have applied specific improvement plans, including wait times, trip duration, cleanliness of vehicles and helpfulness of staff. These are all areas that are being addressed by our five-year plan to modernize the TTC.

A lot remains to be done. Customer satisfaction among frequent TTC riders is lower than that of occasional users, as our regular customers are more likely to encounter a delay as we continue to upgrade the network. This summer’s air conditioning challenge on Line 2 Bloor-Danforth will certainly impact the next survey score, and a busy fall of subway closures to enable track and signal upgrades may also impact how customers feel.

But with PRESTO rollout underway, new signalling on Line 1 Yonge-University fast approaching, and more new streetcars arriving, I am confident that we will continue to improve service and deliver a transit service that makes Toronto proud.

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