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CUSTOMER SATISFACTION SURVEY

Q1 - 2012

FREQUENCY OF USE

42%

31%

15%
12%

Once per day or more Several times per often week


5/1/2012

Once per week

Once every few weeks


2

PURPOSE OF TRIP

44%

19%

18% 11% 5% 4%
Other shopping Pleasure/ recreation
3

Going to/from work


5/1/2012

Attending to personal business

Grocery shopping

Other

MODAL SEGMENTATION

Subway

27%

Bus 33% 17%

Streetcar 8% 8% 4% 2%

NOTE: The sum of percentages inside each circle shows the percent of all respondents who had used each mode.
5/1/2012 4

OVERALL RATING
Average rating = 76/100
18% 13% 10 very satisfied 9 8 7 6
5 DK/refused 4 3 2 1 very dissatisfied 2% 2%

78%
28%

19%

16%
Poor

9%

7%

7% 0% 2% 1%

5/1/2012

SUBWAY SERVICE FARE PURCHASE

Very easy
52% 52% 81%

54%

Fairly easy No opinion DK/refused

35%

35%

32% 1% 1%

0%

1% 10% 2%

0% 9% 4%

14% 0% 3% 3% 0%

Slightly difficult
9% 3%

Very difficult

Purchase from Purchase from TTC collector TTC Ticket Agent

By mail*

By all methods

5/1/2012

SUBWAY SERVICE
Subway users only (N=421)
Avg.= 66/100 Avg.= 67/100 Avg.= 71/100 Avg.= 76/100 Avg.= 81/100 Avg.= 76/100

59%

60% 68% 76% 88%

79%

Good/ excellent

Middling/ no opinion

26%

24%

19% 17% 15%


16%

Poor

15%
8% 4% 6%

13%
Helpfulness of announcements

7%

Cleanliness of subway Ease of hearing station announcements in the station


5/1/2012

Helpfulness of maps Personal safety in the Ease of getting to the and signs in station station train platform
7

SUBWAY SERVICE
Subway users only (N=421)
Avg.= 79/100 Avg.= 67/100 Avg.= 63/100 Avg.= 71/100 Avg.= 70/100 Avg.= 72/100

61% 81%

52%

67%

65% 71%
Good/ excellent

28% 23% 23% 12% 17% 8%


Ease of buying tokens/ tickets
5/1/2012

Middling /no opinion

25% 19%

Poor

20% 10%
Station staff available Helpfulness and to help appearance of station staff

10%
Appearance of collectors booth

9%
Smoothness of subway trip
8

Crowding on train platform

SUBWAY SERVICE
Subway users only (N=421)
Avg.= 64/100 Avg.= 76/100 Avg.= 85/100 Avg.= 78/100 Avg.= 68/100

56%
78% 93%

63% 79%
Good/ excellent

23% 26% 15% 21% 7% 4% 3% 16%


5% 11%
Cleanliness, litter free vehicle interior
9

Middling /no opinion

Poor

Crowding inside vehicle Length of time taken for trip Personal safety during trip Maps and info inside vehicle

5/1/2012

SUBWAY SERVICE
Subway users only (N=421)
Avg.= 73/100 Avg.= 81/100 Avg.= 66/100 Avg.= 72/100 Avg.= 69/100

58% 72%

70% 85%

63%
Good/ excellent

Middling /no opinion

23% 22% 19%


28%
Poor

10% 0%
5%

19%
11%
Frequency of announcements about subway service delays

15%
Helpfulness of announcements about subway service delays
10

Length of time waited for Quality of announcements Clarity of announcements train at each stop about subway service delays
5/1/2012

BUS SERVICE
Bus users only (N=329)
Avg.= 82/100 Avg.= 82/100 Avg.= 79/100 Avg.= 82/100 Avg.= 71/100 Avg.= 76/100

67%
85%

86%

82%

78% 89%

Good/ excellent

Middling /no opinion

23%

Poor

9%
5%
Ease of hearing announcements
5/1/2012

9%
5%
Helpfulness of announcements

10%
8%
Helpfulness of Operatror

13% 8% 3%
Appearance of Operator

10%
Smoothness of ride

10%
Length of time taken for trip
11

BUS SERVICE
Bus users only (N=329)
Avg.= 83/100 Avg.= 68/100 Avg.= 70/100 Avg.= 66/100 Avg.= 68/100

59% 67% 86%

56%

63%
Good/ excellent

27%
20%

25%

Middling /no opinion

21%
Poor

9%
5%

15%

13%

19%

17%
Level of crowding inside vehicle
12

Personal safety during bus Maps and info inside vehicle Clean, litter-free vehicle trip interior
5/1/2012

Length of time waited for vehicle

STREETCAR SERVICE
Streetcar users only (N=123)
Avg.= 74/100 Avg.= 76/100 Avg.= 77/100 Avg.= 79/100 Avg.= 73/100 Avg.= 75/100

75%

76%

78%

75% 86%

76%

Good/ excellent

Middling /no opinion

Poor

12% 13%
Ease of hearing announcements
5/1/2012

17% 8%
Helpfulness of announcements

15% 10% 7%
Helpfulness of Operatror

15% 10%
Smoothness of ride

15%
9%
Length of time taken for trip
13

3%
Appearance of Operator

STREETCAR SERVICE
Streetcar users only (N=123)
Avg.= 82/100 Avg.= 65/100 Avg.= 68/100 Avg.= 65/100 Avg.= 64/100

54%

55% 64%

57%
Good/ excellent

88%

29% 26%

26%

22%

Middling /no opinion

Poor

8% 4%
Personal safety during streetcar trip
5/1/2012

18%

20%
11%
Length of time waited for vehicle

21%

Maps and info inside vehicle Clean, litter-free vehicle interior

Level of crowding inside vehicle


14

AWARE OF DISRUPTION BEFORE ENTER


Subway users only (N=421)

77%

15% 4% 4%

Yes, was aware


5/1/2012

No, not aware

Has never had a delay

DK/DR/Not sure
15

IMPORTANCE OF BEING AWARE


Subway users only (N=421)

65%

26%

5% Extremely important Somewhat important Not very important

4% Not at all important

5/1/2012

01/05/2012

16

VALUE FOR MONEY


All respondents (N=551)
21% Excellent value

60%
39%
Good value

Average value Below average value


Poor value

32%

5% 3%
5/1/2012 17

VISION CHECK
All respondents (N=551)

31%

38%

Agree strongly

43%

Agree somewhat No opinion

31% 39%
27% 7% 5%
I would be proud for a member of my family to work for the TTC
5/1/2012

38%

Disagree somewhat
Disagree strongly

9% 9% 5%
I am proud of the TTC and what it means to Toronto

6% 8% 4%
I would be proud to recommend to a visitor or tourist to travel by TTC
18

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