TTC customer satisfaction climbing: survey

TTC customer satisfaction is at the highest it’s been in two years, according to the 2015 second quarter customer satisfaction survey, which shows overall satisfaction at 79 per cent, up from the 72 per cent for the same period in 2014.

The survey showed that customers are increasingly satisfied with TTC service across bus, subway and streetcar due to improvements made in recent months to reduce wait times, trip duration and crowding. 

Customers who completed the survey were asked about overall satisfaction, value for money and pride in the TTC. In addition to the high result seen in overall satisfaction, value for money remains consistently high – 90 per cent of customers perceive average or better value for money on their last TTC trip.

Operational improvements on Line 1 have reduced the number and length of equipment, staff and customer-related delays, contributing to increased customer satisfaction. Changes include upgrading equipment to reduce the number of signal failures and disabled trains, and shortening staff delays by revising end station crew changes and adjusting schedules. Public education campaigns focusing on appropriate use of emergency alarms and the impacts when holding train doors have also decreased customer-related delays.

Preliminary results from the new third quarter survey, which contained the Pan Am and Parapan Am games, also indicate increased overall customer satisfaction, value for money and pride in the TTC. One-thousand customers are surveyed by telephone every quarter. Respondents are city of Toronto residents, at least 13 years of age and who use the TTC at least once every few weeks.

Media contact:  TTC Corporate Communications, 416-981-1900, media@ttc.ca