TTC customer satisfaction hits record 81 per cent: survey

The TTC’s excellent performance during this summer’s Pan Am and Parapan Am Games is reflected in the results of the 2015 third quarter TTC customer satisfaction survey, which shows the highest-ever levels of customer satisfaction at 81 per cent, sustaining the second quarter results of 79 per cent. The TTC board will receive the attached presentation and survey results at its meeting on Oct. 28.

During the Games, the TTC scheduled high levels of service across all modes, and dispatched 1,800 employees as TTC ambassadors to help visitors and customers alike get around the city. Total weekly service across the entire network was increased by 12 per cent, with service on Sundays increasing by more than 20 per cent.  Additional service was added to 12 bus and streetcar routes, and eight extra subway trains ran on Lines 1 and 2.

In recent months, the TTC has introduced measures that have also contributed to the increase in customer satisfaction, including alleviating vehicle crowding, shortening trip duration on buses and streetcars, and increasing station cleanliness.

Customers are also more proud of the TTC: customer pride is up to 75 per cent from 69 per cent from the previous survey. Customers also report better value for money, up significantly to 95 per cent for daily TTC riders.

"The latest results of our customer satisfaction survey show that our efforts to improve service for TTC customers are being noticed,” said TTC Chair Josh Colle. “We will continue to build on these efforts to ensure that we are providing the level and quality of service TTC riders expect."

Conducted by Environics Research Group, 1,000 customers are surveyed by telephone each quarter. Respondents are city of Toronto residents, at least 13-years-old, and who use the TTC at least once per month.