Editorial Archive

Customer satisfaction hits record 81 per cent

10/22/15 1:27 PM

The TTC’s focus on continuous improvement is paying off as customer satisfaction has risen to an all-time high of 81 per cent, according to the Q3 Customer Satisfaction Survey.

Overall satisfaction continues to show a positive trend, improving from a 79-per-cent rating in the second quarter of this year, and compared to a 74-per-cent rating that was reached in the third quarter of 2014.

The Q3 results (July to September) capture the TTC’s exceptional planning and service performance during the summer’s Pan Am/Parapan Am Games, which featured additional bus, streetcar and subway service, earlier-than-normal subway opening on Sundays and special cleanings at designated transit hubs.

The survey results indicate increasing satisfaction across all modes of transportation – bus, streetcar and subway – all of which scored a good/excellent rating above 80 per cent. Also pointing to a sustained upward trend is the fact that the increase in overall satisfaction is being driven by frequent riders, who are the most likely customers to experience service disruptions.

“These further improvements to our customer satisfaction demonstrate what the TTC can accomplish for our customers, and the city of Toronto, when we have the resources available to do what we know needs to be done,” said Deputy CEO/Chief Customer Officer Chris Upfold. “The level of service we were able to provide during Pan Am was down to great planning, superb delivery and phenomenal teamwork. We know what will make our customers happy and this proves we can provide it.”

Customer Satisfaction Surveys are conducted by Environics. Each quarter, 1,000 riders are surveyed in a 10-minute phone interview. Respondents are Toronto residents over the age of 13 who ride the TTC once every few weeks or more frequently.

The quarterly surveys have been conducted since 2012.

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