Staff Report #1
September 12, 2023
To All Members of the Accessible Public Transit Service Advisory Committee
Re: 2023 Voice of the Customer Surveys
Recommendation
That the Accessible Public Transit Service Advisory Committee PROVIDE INPUT with respect to the 2023 Voice of the Customer survey questions for Commission consideration.
Background
The Voice of the Customer survey tool was first utilized for Specialized Transit Service customers in the late fall of 2018. The plan at the time was to continue to utilize this survey format going forward as a regular checkpoint with customers to determine both the customer’s priorities for the service as well as their perception of the level of success the service was achieving in addressing the priorities. Feedback from the survey was utilized as input in the Commission’s Accessibility Plan update as well as the Commission’s annual work programs. The follow up survey was planned for the spring of 2020; however, given the onset of the global pandemic, the survey was placed on hold.
The 2023 Voice of the Customer survey is planned to take place in late fall of 2023 for both the Conventional and Specialized Services.
The remainder of the report provides an overview of the survey processes and results for both the Conventional and Specialized Services from the 2018 survey.
Members of the Accessible Public Transit Service Advisory Committee are encouraged to review this report including the questions set out in the enclosures and consider additional areas of questioning that may be considered in the 2023 surveys. This feedback, along with that of the Commission will be included in discussions between administration and the survey contractor as part of the survey planning process.
Conventional Transit Survey
The Conventional Transit surveys are undertaken on the vehicle during the transit trip, with the surveyor capturing responses on a mobile device. The surveys are conducted in a manner that ensures a cross-section of all riders, with surveys being undertaken on all routes, at different times of the day and day of the week.
Enclosure I provides a listing of the questions asked on the 2018 Conventional Service customer survey. The following provides a high level summary of the feedback compiled from the survey.
The demographic data gathered through the surveys indicates the following with respect to LTC customers:
- approximately 93% of LTC customers utilize the service at least three days per week
- the majority (63%) of LTC customers are between the ages of 18 and 29
- the gender split between riders is 51% female and 47% male
- to/from work and educational institutions are the two primary reasons for travel amongst LTC riders, accounting for 85% of riders combined
Level of Agreement – Community Value for Investment Perceptions
| Statement | 2018 |
| LTC provides value to the community based on funding it received | 66% |
| LTC should receive increased funding to improve services | 68% |
Service Perceptions
| Statement | |
| Level of service in the past year has: | |
| Gotten worse | 11% |
| Stayed the same | 65% |
| Gotten better | 24% |
Customer Satisfaction Levels – Safety While Waiting for the Bus
| Question | Yes |
| Feel safe from unwanted conversation/contact waiting for the bus? | 79% |
| Experienced unwanted conversation/contact while waiting for the bus? | 40% |
| Witnessed unwanted conversation/contact while waiting for the bus? | 44% |
Customer Satisfaction Levels – Safety While Waiting for the Bus
| Female | Male | |
| Experienced unwanted contact/conversation waiting | 44% | 36% |
| Have witnessed unwanted conversation waiting | 45% | 43% |
Customer Satisfaction Levels – Safety While Riding the Bus
| Question | Yes |
| Feel safe from unwanted conversation/contact riding the bus? | 86% |
| Experienced unwanted conversation/contact riding the bus? | 41% |
| Witnessed unwanted conversation/contact riding the bus? | 52% |
Customer Satisfaction Levels – Safety While Riding the Bus
| Female | Male | |
| Experienced unwanted contact/conversation on bus | 47% | 34% |
| Have witnessed unwanted conversation on bus | 54% | 50% |
Customer Satisfaction Level with Service Aspects
| Routes are Convenient | 77% |
| Good Service Availability | 68% |
| Reasonable Ride Time | 76% |
| Service is on time | 49% |
| The bus is well driven | 89% |
| Bus drivers are helpful and courteous | 79% |
| I feel safe riding the bus | 89% |
| Customer service reps are helpful and courteous | 82% |
| My calls are answered promptly | 72% |
| My issues are addressed timely | 66% |
| It is easy to get information about LTC services | 67% |
| It is easy to find out if buses are running on time | 76% |
As indicated earlier in this report, the Voice of the Customer survey process is intended to be undertaken once per year, providing the ability to compare results and determine whether programs established to address customer priority areas of concern have been effective. In order to provide for this comparison, questions for the most part need to remain consistent. This does not preclude the ability to add a new series of questions regarding a specific topic. By way of example, the questions around customers feeling safe while waiting for or riding the bus were added in 2018 in response to the City of London Safe City initiative intended to ensure a safe community for women and girls.
Given the feedback gathered from this survey will be input into the 2024-2028 Business Plan and related annual work programs, it is likely that questions with respect to where transit service is provided and the frequency of services will be added/enhanced. Another area of questioning that will be added will focus on the accessiblity of the conventional service, and the identification of any concerns relating to accessiblity of the vehciles and service in general. This information will be a key input into the Service Integration Strategy for the Conventional and Specialized Services going forward.
Specialized Transit Survey
The Specialized Transit surveys were undertaken via telephone with customers who agreed to be included in the random telephone list for selection. Enclosure II provides a listing of the questions asked on the 2018 Specialized Service customer survey. The following provides a high level summary of the feedback compiled from the survey.
The demographic data gathered through the 2018 surveys indicates the following with respect to LTC customers:
- 67% of respondents indicated LTC specialized service as their primary method of transportation
- the majority (72%) of LTC customers were aged 60 or higher
- the gender split between riders was 72% female and 28% male
- to/from medical appointments and leisure were the two primary reasons for travel amongst LTC Specialized riders, accounting for 75% of riders combined
- 36% of respondents had taken trips on conventional service in the past year
Customer Satisfaction Level – Safety While Using Specialized Service
| Statement | Ranking |
| I feel safe while boarding the vehicle | 94% |
| I feel safe while riding the vehicle | 94% |
Customer Satisfaction Levels with Key Importance Factors
| Priority | Measure | Ranking |
| 1 | Trip Availability | 72% |
| 2 | Vehicles Arrive on Time | 84% |
| 3 | Availability of Booking Agents | 51% |
| 4 | Drivers being Friendly and Helpful | 93% |
| 5 | Safety on the Vehicle | 94% |
| 6 | Booking a Trip is Easy | 51% |
Customer Satisfaction Levels with Service Aspects
| Service Aspect | Ranking |
| Trips available at the time needed | 72% |
| Booking a trip is easy | 51% |
| Vehicles arrive on time | 84% |
| Time on vehicle is reasonable | 88% |
| Vehicles are clean | 96% |
| Vehicles are comfortable | 88% |
| Vehicle lifts are in good working order | 99% |
| Drivers safely secure my mobility device | 96% |
| Drivers are friendly | 93% |
| Drivers are helpful | 93% |
| Drivers operate vehicle safely | 93% |
Consistent with the approach utilized for the Conventional Service, the Specialized Service survey results are utilized to identify areas of concern from customers and ensure initiatives to address them are included in annual work programs. By way of example, the 2018 survey indicated that only 34% of respondents were satisfied with the three day booking window, and of the 66% that were not satisfied, 93% indicated they would prefer a shorter booking window. A detailed review of the booking window and associated options for moving forward was included as a priority project in the 2019-2022 Business Plan; however, was placed on hold due to the pandemic.
At the June 13, 2023 meeting, the Accessible Public Transit Service Advisory Committee heard a delegation with respect to a number of issues relating to the Specialized Service each of which is set out in the table below with reference to how/when they are being addressed.
| Issue Raised | How/When Addressed |
| Move to same day booking | · Options assessed in 2023
· Move concurrent with new scheduling/booking system |
| Smart Card access on specialized service | · In progress, completion early 2024 |
| Additional training for drivers | · Further information required – additional questions in 2023 Voice of Customer survey |
| Introduction of online trip booking | · Will be included with rollout of replacement booking/scheduling software – 2024 |
| Introduction of live vehicle tracking | · Will be included with rollout of replacement booking/scheduling software – 2024 |
| Improved efficiency | · Further information required – additional questions in 2023 Voice of Customer survey |
| Increased service levels | · Commission has submitted growth budget requests – subject to Municipal Council approval |
As indicated in the table above, consideration will be given to additional questions focusing on driver performance and areas of concern as well as service efficiency.
Feedback gathered from the Accessible Public Transit Service Advisory Committee members at their meeting will be included for consideration in the report provided to the Commission at the September 27, 2023 meeting.
Enclosures
I – 2018 Conventional Transit Voice of the Customer Survey Questions
II – 2018 Specialized Transit Voice of the Customer Survey Questions
Recommended by:
Kelly S. Paleczny, General Manager