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:
- 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 | % |
|---|---|
| Wheel-Trans Vehicles | 14% |
| Wheel-Trans Reservations / Customer Service | 22% |
| Design of Stations / Stops / Vehicles | 9% |
| Frequency/ Reliability of TTC Service | 15% |
| Elevators and Escalators | 20% |
| 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) |
|---|---|---|
| Conventional Services | 3% | 3% |
| Wheel-Trans Services | ||
| Booking/phone wait times | 9% | 14% |
| Dispatch/Pickup | 10% | 6% |
| Hours of customer service line | 0% | 1% |
| Policy/Eligibility | 2% | 2% |
| Website | 2% | 3% |
| Service reliability | 3% | 3% |
| Coordination of service | 1% | 0% |
| Improve general safety and security | 0% | 2% |
| Subtotal | 30% | 34% |
Improve Vehicle/Station Design
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| Conventional Services | ||
| Vehicles | 3% | 5% |
| Stations | 7% | 5% |
| Platform gap | 2% | 4% |
| Wheel-Trans Services | ||
| Buses | 1% | 1% |
| Taxis | 2% | 2% |
| Both | 0% | 1% |
| Subtotal | 15% | 18% |
Better Training for Operators
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| Conventional Services | 5% | 5% |
| Wheel-Trans Services | ||
| Buses | 0% | 1% |
| Taxis | 5% | 2% |
| Both | 1% | 1% |
| Subtotal | 11% | 9% |
Invest in More Service
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| Conventional Services | ||
| More elevators/escalators | 2% | 3% |
| Less crowded / increased service | 3% | 1% |
| Wheel-Trans Services | 1% | 3% |
| Subtotal | 6% | 7% |
Better Information on Conventional Services
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| In stations/elevators | 0% | 2% |
| On vehicles | 2% | 2% |
| Elevators not working | 2% | 1% |
| Customer education2 | 2% | 0% |
| By phone | 1% | 1% |
| Travel training for customers | 0% | 1% |
| Website | 0% | 1% |
| Subtotal | 7% | 8% |
Fares, Policy, Other
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| Fares and Policy | 2% | 3% |
| Miscellaneous / Other | 8% | 4% |
Total Summary
| Suggestions and Comments by Category (446 Total) | % of Comments (2014) | % of Comments (2013) |
|---|---|---|
| Total Suggestions and Comments | 79% | 83% |
| How to Improve the Forum | 11% | 10% |
| Commendations | 10% | 7% |