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:

  • 32 people spoke during the open mike portion of the Forum
  • 81 hard copy questionnaires were received
  • 85 “assistance cards” with questions were submitted during the forum
  • 33 responses were received to the online survey
  • 9 people called or emailed TTC Customer Service
  • Over 20 people participated in the conversation on Twitter

54% of customers who submitted a questionnaire at the Forum were Wheel-Trans users, with 25% using conventional transit and 21% using 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 reservations and customer service was the most selected response, with 22% of respondents indicating that the TTC should focus here on improvements. Refer to the table below for additional details:

What areas should TTC focus on to improve accessibility of its services? Results from submitted questionnaires.

Area %
Area: Wheel-Trans Vehicles %: 14%
Area: Wheel-Trans Reservations / Customer Service %: 22%
Area: Design of Stations / Stops / Vehicles %: 9%
Area: Frequency/ Reliability of TTC Service %: 15%
Area: Elevators and Escalators %: 20%
Area: TTC Customer Service %: 19%

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 446. 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. Responses will be posted on the TTC website in early 2015.

Customer Comments, 2014 Public Forum on Accessible Transit

Improve Operating Procedures

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Conventional Services % of Comments (2014): 3% % of Comments (2013): 3%
Suggestions and Comments by Category: Wheel-Trans Services
Suggestions and Comments by Category: Booking/phone wait times % of Comments (2014): 9% % of Comments (2013): 14%
Suggestions and Comments by Category: Dispatch/Pickup % of Comments (2014): 10% % of Comments (2013): 6%
Suggestions and Comments by Category: Hours of customer service line % of Comments (2014): 0% % of Comments (2013): 1%
Suggestions and Comments by Category: Policy/Eligibility % of Comments (2014): 2% % of Comments (2013): 2%
Suggestions and Comments by Category: Website % of Comments (2014): 2% % of Comments (2013): 3%
Suggestions and Comments by Category: Service reliability % of Comments (2014): 3% % of Comments (2013): 3%
Suggestions and Comments by Category: Coordination of service % of Comments (2014): 1% % of Comments (2013): 0%
Suggestions and Comments by Category: Improve general safety and security % of Comments (2014): 0% % of Comments (2013): 2%
Suggestions and Comments by Category: Subtotal % of Comments (2014): 30% % of Comments (2013): 34%

Improve Vehicle/Station Design

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Conventional Services
Suggestions and Comments by Category: Vehicles % of Comments (2014): 3% % of Comments (2013): 5%
Suggestions and Comments by Category: Stations % of Comments (2014): 7% % of Comments (2013): 5%
Suggestions and Comments by Category: Platform gap % of Comments (2014): 2% % of Comments (2013): 4%
Suggestions and Comments by Category: Wheel-Trans Services
Suggestions and Comments by Category: Buses % of Comments (2014): 1% % of Comments (2013): 1%
Suggestions and Comments by Category: Taxis % of Comments (2014): 2% % of Comments (2013): 2%
Suggestions and Comments by Category: Both % of Comments (2014): 0% % of Comments (2013): 1%
Suggestions and Comments by Category: Subtotal % of Comments (2014): 15% % of Comments (2013): 18%

Better Training for Operators

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Conventional Services % of Comments (2014): 5% % of Comments (2013): 5%
Suggestions and Comments by Category: Wheel-Trans Services
Suggestions and Comments by Category: Buses % of Comments (2014): 0% % of Comments (2013): 1%
Suggestions and Comments by Category: Taxis % of Comments (2014): 5% % of Comments (2013): 2%
Suggestions and Comments by Category: Both % of Comments (2014): 1% % of Comments (2013): 1%
Suggestions and Comments by Category: Subtotal % of Comments (2014): 11% % of Comments (2013): 9%

Invest in More Service

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Conventional Services
Suggestions and Comments by Category: More elevators/escalators % of Comments (2014): 2% % of Comments (2013): 3%
Suggestions and Comments by Category: Less crowded / increased service % of Comments (2014): 3% % of Comments (2013): 1%
Suggestions and Comments by Category: Wheel-Trans Services % of Comments (2014): 1% % of Comments (2013): 3%
Suggestions and Comments by Category: Subtotal % of Comments (2014): 6% % of Comments (2013): 7%

Better Information on Conventional Services

 
Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: In stations/elevators % of Comments (2014): 0% % of Comments (2013): 2%
Suggestions and Comments by Category: On vehicles % of Comments (2014): 2% % of Comments (2013): 2%
Suggestions and Comments by Category: Elevators not working % of Comments (2014): 2% % of Comments (2013): 1%
Suggestions and Comments by Category: Customer education2 % of Comments (2014): 2% % of Comments (2013): 0%
Suggestions and Comments by Category: By phone % of Comments (2014): 1% % of Comments (2013): 1%
Suggestions and Comments by Category: Travel training for customers % of Comments (2014): 0% % of Comments (2013): 1%
Suggestions and Comments by Category: Website % of Comments (2014): 0% % of Comments (2013): 1%
Suggestions and Comments by Category: Subtotal % of Comments (2014): 7% % of Comments (2013): 8%

Fares, Policy, Other

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Fares and Policy % of Comments (2014): 2% % of Comments (2013): 3%
Suggestions and Comments by Category: Miscellaneous / Other 8%% of Comments (2014): 4%% of Comments (2013):

Total Summary

Suggestions and Comments by Category (446 Total) % of Comments (2014) % of Comments (2013)
Suggestions and Comments by Category: Total Suggestions and Comments 79%% of Comments (2014): 83%% of Comments (2013):
Suggestions and Comments by Category: How to Improve the Forum 11%% of Comments (2014): 10%% of Comments (2013):
Suggestions and Comments by Category: Commendations 10%% of Comments (2014): 7%% of Comments (2013):