Ottawa – OC Transpo today released the results of its 2013 Customer Survey. Overall satisfaction for transit customers is at 80%, the highest level in five years. Here’s more detail of what the public thinks:
- Overall satisfaction has increased significantly up from 73% in 2012 to 80% in 2013
- Perceptions of OC Transpo’s responsiveness to customer needs continue to climb from 79% in 2012 to 82% in 2013 and is at its highest level ever
- 68% of respondents tell us that our employees are caring toward our customers, up from 57% in 2012 and the highest rating yet for customer caring
- Respondents gave OC Transpo’s safety and security measures a rating of 89% and identified areas where we can take additional measures to further improve the customer experience
- 83% of respondents are confident that transit operators know what to do if an incident occurs and that they are able to get help quickly. This is the highest rating ever up from 71% in 2012
- 78% of customers said they are confident that they can get help quickly during an incident, also the highest number ever and up from 62% in 2012
- The higher levels of confidence in OC Transpo are evident in responses from both customers and the wider community surveyed
“We are very pleased with the results of this comprehensive survey,” said Councillor Diane Deans, Chair of the Transit Commission. “The results allow staff and the Commission to understand the needs and impressions of customers and to plan the best ways to continue to improve customer service and customer satisfaction. These results will be used to further enhance transit services in Ottawa.”
OC Transpo is committed to working on the areas that survey respondents identified as important to them: reliable service that runs on-time, bus routes that are well planned, ensuring operators are respectful toward passengers and vice versa, and that OC Transpo delivers good service value.
The dedication and collaborative efforts of the Transit Commission, transit staff, management and union leadership have been instrumental in strengthening Ottawa’s position as a very strong and respected transit leader.
The City of Ottawa Transit Services Department has been carrying out a survey of its customers every year since 2008. The survey is an opportunity to hear and collect the thoughts of our customers through a structured, scientifically sound process. Responses were collected via a telephone survey between November 22 and December 10, 2013.
Please visit our website to review the survey results: www.octranspo1.com/2013customersurvey
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