TTC staff distributed comment forms during the Forum so that people could provide comments and suggestions on ways to improve the accessibility and convenience of TTC services. Some of these questions were summarized and read by the facilitator at the meeting. An online survey was also conducted and feedback was solicited through use of the #TTCAccess twitter hashtag during the Forum. Several customers also provided feedback through the TTC Customer Service Centre and via email.

In total:

  • 40 people spoke during the open mike portion of the Forum
  • 109 hard copy questionnaires were received
  • 73 “assistance cards” with questions were submitted during the forum
  • 45 responses were received to the online survey
  • 10 people called or emailed TTC Customer Service
  • Limited twitter interaction

Most customers who submitted a questionnaire at the Forum were Wheel-Trans users (59%), with 11% using conventional transit and 29% using both. Conversely, most customers who filled out the online survey used conventional transit (71%), while 13% were Wheel-Trans users and 9% used both.

Customers were asked which areas the TTC should focus on in its effort to improve accessibility with options ranging from design of stations and vehicles to customer service. Wheel-Trans customer service was the most selected response for those who attended the Forum in person, while TTC customer service was a priority for those who submitted the online survey. Refer to the table below for additional details:

What areas should TTC focus on to improve accessibility of its services? Results from in-person and online questionnaires. 

Area

In-Person

Online

Weighted Average

Area:

Design of Stations/Stops/Vehicles

In-Person:

13%

Online:

23%

Weighted Average:

16%

Area:

Frequency/Reliability of Service

In-Person:

18%

Online:

21%

Weighted Average:

19%

Area:

Escalators and Elevators

In-Person:

17%

Online:

16%

Weigthed Average:

17%

Area:

TTC Customer Service

In-Person:

11%

Online:

26%

Weigthed Average:

15%

Area:

Wheel-Trans Vehicles

In-Person:

15%

Online:

6%

Weigthed Average:

12%

Area:

Wheel-Trans Reservations / Customer Service

In-Person:

27%

Online:

7%

Weighted Average:

21%

In total, 277 submissions were received from customers. As many attendees commented on more than one issue, the total number of individual comments received was 422. Comments generally suggested ways to improve operating procedures, training, vehicle designs, and the Forum itself, as outlined below. These comments are being reviewed by TTC staff and the Advisory Committee on Accessible Transit to follow-up on the suggestions received.

Customer Comments, 2013 Public Forum on Accessible Transit

Improve Operating Procedures


Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

Conventional Services

% of Comments (2013):

4%

% of Comments (2012):

4%

Suggestions and Comments by Category:

Wheel-Trans Services

% of Comments (2013):

 

% of Comments (2012):

 

Suggestions and Comments by Category:

Booking/phone wait times

% of Comments (2013):

15%

% of Comments (2012):

13%

Suggestions and Comments by Category:

Dispatch/Pickup

% of Comments (2013):

6%

% of Comments (2012):

9%

Suggestions and Comments by Category:

Hours of customer service line

% of Comments (2013):

1%

% of Comments (2012):

1%

Suggestions and Comments by Category:

Policy/Eligibility

% of Comments (2013):

3%

% of Comments (2012):

4%

Suggestions and Comments by Category:

Website

% of Comments (2013):

3%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Service reliability

% of Comments (2013):

4%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Improve general safety and security

% of Comments (2013):

2%

% of Comments (2012):

2%

Suggestions and Comments by Category:

Subtotal

% of Comments (2013):

36%

% of Comments (2012):

31%

Improve Vehicle/Station Design

Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

Conventional

% of Comments (2013):

 

% of Comments (2012):

 

Suggestions and Comments by Category:

Vehicles

% of Comments (2013):

5%

% of Comments (2012):

8%

Suggestions and Comments by Category:

Stations

% of Comments (2013):

5%

% of Comments (2012):

6%

Suggestions and Comments by Category:

Platform Gap

% of Comments (2013):

4%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Wheel-Trans

% of Comments (2013):

 

% of Comments (2012):

 

Suggestions and Comments by Category:

Buses

% of Comments (2013):

2%

% of Comments (2013):

0%

Suggestions and Comments by Category:

Taxis

% of Comments (2013):

2%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Both

% of Comments (2013):

1%

% of Comments (2013):

0%

Suggestions and Comments by Category:

Subtotal

% of Comments (2013):

19%

% of Comments (2012):

14%

Better Training for Operators

Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

Conventional

% of Comments (2013):

5%

% of Comments (2012):

1%

Suggestions and Comments by Category:

Wheel-Trans

% of Comments (2013):

 

% of Comments (2012):

 

Suggestions and Comments by Category:

Buses

% of Comments (2013):

19%

% of Comments (2012):

2%

Suggestions and Comments by Category:

Taxis

% of Comments (2013):

3%

% of Comments (2012):

9%

Suggestions and Comments by Category:

Both

% of Comments (2013):

1%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Subtotal

% of Comments (2013):

10%

% of Comments (2012):

13%

Invest in More Service

Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

Conventional

% of Comments (2013):

 

% of Comments (2012):

 

Suggestions and Comments by Category: More elevators/escalators

% of Comments (2013): 3%

% of Comments (2013): 4%

Suggestions and Comments by Category:

Less crowded/increased service

% of Comments (2013):

2%

% of Comments (2012):

4%

Suggestions and Comments by Category:

Wheel-Trans

% of Comments (2013):

3%

% of Comments (2012):

1%

Suggestions and Comments by Category:

Subtotal

% of Comments (2013):

8%

% of Comments (2012):

9%

Better Information on Conventional Services

Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

In stations/elevators

% of Comments (2013):

2%

% of Comments (2012):

3%

Suggestions and Comments by Category:

On vehicles

% of Comments (2013):

2%

% of Comments (2012):

5%

Suggestions and Comments by Category:

Elevators not working

% of Comments (2013):

2%

% of Comments (2012):

3%

Suggestions and Comments by Category:

Website

% of Comments (2013):

1%

% of Comments (2012):

0%

Suggestions and Comments by Category:

By Phone

% of Comments (2013):

1%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Travel Training for Customers

% of Comments (2013):

1%

% of Comments (2012):

0%

Suggestions and Comments by Category:

Subtotal

% of Comments (2013):

8%

% of Comments (2012):

11%

Total Summary

Suggestions and Comments by Category

% of Comments (2013)

% of Comments (2012)

Suggestions and Comments by Category:

Total Suggestions and Comments

% of Comments (2013):

82%

% of Comments (2012):

78%

Suggestions and Comments by Category:

How to Improve the Forum

% of Comments (2013):

11%

% of Comments (2012):

14%

Suggestions and Comments by Category:

Commendations

% of Comments (2013):

7%

% of Comments (2012):

9%