2012 CUSTOMER SATISFACTION SURVEY TTC Board – April 25, 2013

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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

Respondents C ity of Toronto residents From 13 years to 70 years of age T TC user at least once every few weeks or more frequently

Timing Wave 1: April 2012 Wave 2: July 2012

Wave 3: September 2012 Wave 4: December 2012

Sample Size Wave 1: n = 551 Wave 2: n = 1100

Wave 3: n = 1000 Wave 4: n = 1000

RESPONDENT PROFILE

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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

Adult Monthly Metropass= 26%

Token=41%

SUMMARY OF RESULTS

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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

RATINGS OF OVERALL TTC SERVICE

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OVERALL SATISFACTION RATINGS - 2012

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?

16% 16% 17% 18%

7% 9% 9% 10%

77% 75% 74% 72%

Wave 1 April 2012

(n=551)

Wave 2 July 2012(n=1100)

Wave 3 September 2012

(n=1000)

Wave 4December 2012

(n=1000)

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

SUBWAY STATIONS – KEY RESULTS

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TTC SUBWAY STATION –KEY RESULTS

TTC VEHICLE AND SERVICE – KEY RESULTS

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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

OTHER KEY RESULTS

Excellent Value Good Value Average Value Below Average Value Poor Value

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PERCEIVED VALUE FOR MONEY IS CONSISTENT THROUGHOUT 2012

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

QUESTIONS?

BACKGROUND

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RATINGS OF SUBWAY SERVICE DELIVERY

% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n= 421 844 741 752

Com

fort

and

Con

veni

ence

The length of time your subway trip took 78% 81% 74% 79% C

The length of time you waited for the vehicle 72% 71% 74% 70%

The smoothness / lack of jolting during the subway trip 70% 72% 67% 69%

Crowding on train platform 60% 62% 51% 57% C

The level of crowding inside the vehicle 56% 55% 45% 50% AB

RATINGS OF SUBWAY SERVICE DELIVERY (CON’T)

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% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n=

421 844 741 752

Info

rmat

ion/

Cle

anlin

ess/

Hel

pful

ness

The maps and information inside the vehicle 76% 77% 76% 75%

Ease of buying token/ticket 74% 76% 73% 69% AB

Helpfulness of maps and signs at station 73% 74% 72% 71%

Cleanliness/lack of litter inside vehicle 63% 66% 67% 69% A

Cleanliness of the subway station 59% 63% 72% 66% A

Appearance of collector booth 60% 64% 56% 63% C

Helpfulness and appearance of station staff 62% 63% 51% 59% C

RATINGS OF SUBWAY SERVICE DELIVERY (CON’T)

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% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n=

421 844 741 752

Anno

unce

men

ts

The quality of announcements of each stop 84% 84% 84% 85%

Helpfulness of announcements 66% 65% 56% 63% C

Frequency of announcements about any delays 64% 66% 54% 61% C

Ease of hearing announcements in the station 59% 55% 57% 57%

Helpfulness of announcements about delays 58% 59% 52% 55%

Clarity of announcements about any delays 54% 54% 49% 53%

RATINGS OF SUBWAY SERVICE DELIVERY (CON’T)

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% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n=

421

844 741 752

Pers

onal

Saf

ety

Your personal safety during the subway trip 93% 89% 86% 91% C

Personal safety in station 88% 85% 85% 84%

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RATINGS OF BUS SERVICE DELIVERY

% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n= 329 645 594 648

Com

fort

and

Con

veni

ence

The length of time your bus trip took 78% 75% 70% 74%

The cleanliness/lack of litter inside the vehicle 67% 69% 62% 66%

The smoothness / lack of jolting during the bus trip 65% 64% 63% 62%

The level of crowding inside the vehicle 63% 53% 55% 53% A

The length of time you waited for the vehicle 56% 53% 52% 53%

RATINGS OF BUS SERVICE DELIVERY (CON’T)

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% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n= 329 645 594 648

Anno

unce

men

ts a

nd

In

form

atio

n

Ease of hearing announcements 84% 80% 79% 79%

Helpfulness of announcements 82% 79% 78% 79%

The maps and information inside the vehicle 52% 49% 48% 50%

Safe

ty a

nd

Serv

icea

bilit

y

Your personal safety during the bus trip 86% 87% 86% 87%

Appearance of operator 86% 85% 80% 80% AB

Helpfulness of operator 79% 76% 74% 72% A

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RATINGS OF STREETCAR SERVICE DELIVERY

% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n= 123 239 224 216

Com

fort

and

C

onve

nien

ce The length of time your streetcar trip took 76% 72% 64% 75% C

The level of crowding inside the vehicle 57% 55% 51% 55%

The length of time you waited for the vehicle 54% 59% 47% 54%

Hel

p a

nd In

form

atio

n

Ease of hearing announcements 72% 79% 71% 80% C

Helpfulness of announcements 73% 75% 70% 77%

The maps and information inside the vehicle

47% 49% 47% 41%

RATINGS OF STREETCAR SERVICE DELIVERY (CON’T)

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% TOP 4 BOX RATINGS OF OVERALL SATISFACTION

% TOP 4 BOX (RATING 7-10)

April 2012 (A)

July 2012 (B)

Sept 2012 (C)

Dec 2012 (D)

n= 123 239 224 216

Safe

ty a

nd S

ervi

ceab

ility

Your personal safety during the streetcar trip 88% 89% 83% 83%

Appearance of operator 82% 81% 75% 78%

The smoothness / lack of jolting during the streetcar trip 75% 72% 69% 75%

Helpfulness of operator 74% 76% 68% 71%

The cleanliness/lack of litter inside the vehicle 63% 68% 58% 70% C