ttc board – april 25, 2013€¦ · • ease of hearing announcements on streetcars areas of...
TRANSCRIPT
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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
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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%
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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
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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)
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SUBWAY STATIONS – KEY RESULTS
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TTC SUBWAY STATION –KEY RESULTS
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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
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OTHER KEY RESULTS
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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
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QUESTIONS?
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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
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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
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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%
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RATINGS OF SUBWAY SERVICE DELIVERY (CON’T)
30
% 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%
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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%
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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