TTC customer satisfaction on the rise, survey suggests

Customer satisfaction among TTC riders in on the rise, according to the results of a survey released today by the transit commission.
According to a new survey by the TTC, 79 per cent of riders rated the service as good or excellent. (TTC)

Customer satisfaction among TTC riders in on the rise, according to the results of a survey released today by the transit commission.

Toronto’s public transit system received its highest rating ever in this quarter’s Customer Satisfaction Survey, with 79 per cent of respondents giving TTC service a score of at least seven out of 10.

It’s an improvement from the end of last year, when 72 per cent of respondents rated the quality of TTC service above seven.

The quarterly survey, which asks riders to rate TTC service on areas like cleanliness, crowding, the smoothness of rides and the helpfulness of staff, was first launched in April 2012.

Areas with the greatest improvements included wait times, the duration of trips on buses and streetcars, the level of crowding in subways and streetcars, subway cleanliness and streetcar announcements.

Riders were least satisfied with the helpfulness and clarity of subway announcements regarding delays and the quality of maps and information inside buses and streetcars.

Approximately 90 per cent of respondents, about the same as in previous quarters, said the overall value for their money was at least average or better.

The telephone survey included 1,000 City of Toronto residents between the ages of 13 to 70 who use the TTC at least once every few weeks.

The results come amid a recent push by the transit commission to improve customer relations.

In February, it revealed its first-ever "customer charter," a series of promises to improve service, such as installing new equipment and better information systems.

"Fundamental change is required in the way we interact with customers, including the consistency and quality of our service," Andy Byford, the TTC’s chief executive officer, said in a statement at the time.

"As an organization, the TTC must change the processes and underlying culture that will get us to where we need to be."

In March, Byford offered a rare apology for a series of delays that plagued an evening commute.


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