Loading articles...

More customers satisfied with TTC service: survey

More customers feel the TTC truly is the better way.

In the latest survey conducted by the Toronto Transit Commission, 79 per cent of customers said they were satisfied with the service.

That is the highest the approval rating has been since the start of 2012 and a seven-per-cent jump since the end of last year.

This comes after the TTC unveiled its first-ever customer charter in February which outlined the commission’s dedication to five key areas, including cleanliness and better communication.

“Fundamental change is required in the way we interact with customers, including the consistency and quality of our service,” TTC CEO Andy Byford said earlier this year.

In the survey, customers said they were most satisfied about trip duration on subways and buses, personal safety, operator appearance and announcements.

Areas that showed improvement were wait times, cleanliness of subways, crowding in subways and on platforms as well as duration of trips for buses and streetcars.

The two areas that got a failing grade were helpfulness of announcements during delays and maps inside buses and streetcars.

When it came to perceived value for money, 21 per cent of customers said they deemed the TTC excellent value, 40 per cent called it good value while only five per cent said the TTC was poor value.

Over the last year the TTC has made a number of improvements including rolling out new subway cars, replacing streetcar tracks, unveiling new subway washrooms and focusing on station cleanliness.

However, it has also faced its share of challenges and controversy including a failing grade from the TTCriders advocacy group, several instances of drivers being caught texting, a five-cent fare increase and the bitter debate over the Scarborough subway extension.

The survey also found that the number of those who claimed they were advocates of the TTC also rose three per cent to 27 per cent.

Participants in the survey range in age from 13 to 70 and said they used transit at least once a week.

With files from Erin Criger