Comments and Feedback Summary
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) |
|
Conventional Services |
4% |
4% |
|
Wheel-Trans Services |
|
|
|
Booking/phone wait times |
15% |
13% |
|
Dispatch/Pickup |
6% |
9% |
|
Hours of customer service line |
1% |
1% |
|
Policy/Eligibility |
3% |
4% |
|
Website |
3% |
0% |
|
Service reliability |
4% |
0% |
|
Improve general safety and security |
2% |
2% |
|
Subtotal |
36% |
31% |
Improve Vehicle/Station Design
|
Suggestions and Comments by Category |
% of Comments (2013) |
% of Comments (2012) |
|
Conventional |
|
|
|
Vehicles |
5% |
8% |
|
Stations |
5% |
6% |
|
Platform Gap |
4% |
0% |
|
Wheel-Trans |
|
|
|
Buses |
2% |
0% |
|
Taxis |
2% |
0% |
|
Both |
1% |
0% |
|
Subtotal |
19% |
14% |
Better Training for Operators
|
Suggestions and Comments by Category |
% of Comments (2013) |
% of Comments (2012) |
|
Conventional |
5% |
1% |
|
Wheel-Trans |
|
|
|
Buses |
19% |
2% |
|
Taxis |
3% |
9% |
|
Both |
1% |
0% |
|
Subtotal |
10% |
13% |
Invest in More Service
|
Suggestions and Comments by Category |
% of Comments (2013) |
% of Comments (2012) |
|
Conventional |
|
|
|
More elevators/escalators |
3% |
4% |
|
Less crowded/increased service |
2% |
4% |
|
Wheel-Trans |
3% |
1% |
|
Subtotal |
8% |
9% |
Better Information on Conventional Services
|
Suggestions and Comments by Category |
% of Comments (2013) |
% of Comments (2012) |
|
In stations/elevators |
2% |
3% |
|
On vehicles |
2% |
5% |
|
Elevators not working |
2% |
3% |
|
Website |
1% |
0% |
|
By Phone |
1% |
0% |
|
Travel Training for Customers |
1% |
0% |
|
Subtotal |
8% |
11% |
Total Summary
|
Suggestions and Comments by Category |
% of Comments (2013) |
% of Comments (2012) |
|
Total Suggestions and Comments |
82% |
78% |
|
How to Improve the Forum |
11% |
14% |
|
Commendations |
7% |
9% |