2012 CUSTOMER SATISFACTION SURVEY

TTC Board – April 24, 2013

OUTLINE

• • • •

Background and methodology Respondent profile Overview of results Next steps

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CUSTOMER SATISFACTION SURVEY -OBJECTIVES

• Measure customer satisfaction with TTC service performance on a number of key attributes • Track changes in customer satisfaction over time • Use results as input to assess current service/initiatives, and to identify priorities for future action

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CUSTOMER SATISFACTION SURVEY - OVERVIEW

• Respondents rate quality of key aspects of TTC service, and also for each mode they used on their last trip • 12 station and 10 vehicle attributes:
Station: Cleanliness Ease of hearing announcements Helpfulness of announcements Maps/signs at station Personal safety in station Ease of getting to platform Ease of buying token / ticket Value for Money Platform crowding Station staff available when needed Help and appearance of staff around station Help and appearance of collector booth Vehicle: Cleanliness Ease of hearing announcements Helpfulness of announcements Maps/information Personal safety on vehicle Crowding Length of journey Length of time waited for vehicle Smoothness of ride Help and Appearance of Operator
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BACKGROUND AND METHODOLOGY
Method
10 minute telephone survey City of Toronto residents From 13 years to 70 years of age TTC user at least once every few weeks or more frequently Wave 1: April 2012 Wave 2: July 2012 Wave 1: n = 551 Wave 2: n = 1100

Respondents

Timing

Wave 3: September 2012 Wave 4: December 2012
Wave 3: n = 1000 Wave 4: n = 1000

Sample Size

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RESPONDENT PROFILE

RESPONDENT PROFILE – WAVE 4 2012
FREQUENCY OF TTC USAGE MODE OF TRANSPORTATION OF MOST RECENT TRIP ON TTC

PURPOSE OF LAST TTC TRIP

PURCHASE METHOD

Token=41%

Adult Monthly Metropass= 26%

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SUMMARY OF RESULTS

SUMMARY OF RESULTS
Overall customer satisfaction declined during 2012
• 77% in Wave 1 to 72% Wave 4

Some indices demonstrate positive trends in Wave 4, such as:
• • Subway/streetcar vehicle cleanliness Ease of hearing streetcar announcements

Areas of highest customer satisfaction include (+80% Wave 4):
• • • • Quality of subway announcements at each stop Personal safety while travelling on subway, bus, streetcar Bus operator appearance Ease of hearing announcements on streetcars

Areas of lowest customer satisfaction include (≤55% Wave 4):
• • • • Level of crowding in subway/bus/streetcar vehicles Helpfulness/clarify of subway announcements about delays Length of time waited for bus/streetcar Maps and information inside bus/streetcar

Approximately 90% of customers perceived ‘value for money’ as average or better
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RATINGS OF OVERALL TTC SERVICE

OVERALL SATISFACTION RATINGS - 2012
Wave 1 April 2012 (n=551) Wave 2 July 2012 (n=1100) Wave 3 September 2012 (n=1000) Wave 4 December 2012 (n=1000)

Good/ Excellent (7-10)
Middling/ No Opinion (5,6,DK) Poor (1-4)

77%

75%

74%

72%

16%
7%

16%
9%

17%

18%

9%

10%

Q10. How satisfied were you overall with the quality of the TTC’s service on the last TTC trip you took, on a scale of 1 to 10 where 10 is extremely satisfied and 1 is extremely dissatisfied? How would you rate the service on a scale of 1 to 10 for your last trip? 11

SUBWAY STATIONS – KEY RESULTS

TTC SUBWAY STATION – KEY RESULTS

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TTC VEHICLE AND SERVICE – KEY RESULTS

VEHICLES - WAIT TIME

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VEHICLES – JOURNEY TIME

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VEHICLES - CROWDING

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VEHICLES - CLEANLINESS

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VEHICLES – MAPS AND INFORMATION

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VEHICLES – PERSONAL SAFETY

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OTHER KEY RESULTS

PERCEIVED VALUE FOR MONEY IS CONSISTENT THROUGHOUT 2012

Excellent Value Good Value Average Value Below Average Value Poor Value

Q17. On you last TTC trip would you say you received ____ [READ LIST] for your money?

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TTC ADVOCATES
• ≈ 25% of respondents are strong TTC and transit supporters
• Rate TTC a 9 or 10 on overall satisfaction, and pride in TTC and its meaning to Toronto

• TTC advocates tend to be older, and have higher % of females than other survey respondents • Opportunity to build upon this solid foundation
• Monitor changes to size of group over time

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NEXT STEPS

• Continue Customer Satisfaction Survey in 2014 • Update key measures in CEO report on quarterly basis • Report back to Board twice a year

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QUESTIONS?

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