Staff Report #3
September 27, 2023
To All Commissioners
Re: 2023 Voice of the Customer Surveys
Recommendation
That the report be NOTED and FILED.
Background
The Voice of the Customer survey tool was first utilized for the Conventional Transit service in 2016 and was extended to include the Specialized Transit Service in 2018. The surveys were undertaken by a third party contractor who specializes in public transit surveys of this nature, and undertakes similar surveys for transit systems across North America. 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 process 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. Given the inability to increase service levels on the Conventional and Specialized Services as quickly as desired due to labour and supply chain issues, the results of the 2023 surveys are anticipated to be reflective of rider dissatisfaction. While customer contacts through 2023 clearly articulate rider dissatisfaction with both the Conventional and Specialized Services, the Voice of Customer survey is designed to capture rider priorities as well as satisfaction levels. Results of the 2023 surveys will also serve as a baseline for measuring the impacts of the planned service improvements associated with the Commission’s growth budget requests for both services going forward. The priorities identified in the survey results will also inform the key objectives included in the 2024-2027 Business Plan and related supporting plans.
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. The questions and approach for the 2023 surveys was discussed with the Accessible Public Transit Service Advisory Committee whose input and suggestions are referenced later in this report.
Discussions are underway with the contractor who undertakes these surveys (TransPro) with respect to the questions that will be included in each of the surveys. The surveys are scheduled to take place during late October/early November. The survey results are anticipated to be presented to the Commission early in 2024 and will be utilized in the preparation of the Commission’s 2024-2027 Business Plan, Accessibility Plan, annual Service Plans, and associated annual Work Programs.
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.
Feedback from the Accessible Public Transit Service Advisory Committee with respect to the Conventional Transit Voice of the Customer Survey included the following:
- enhance questioning around the accessibility of the conventional service including consideration of accessible stops and shelters, accessible vehicle features, operator accommodations and attitude; and
- enhance questioning around the viability of the service including consideration of route frequency, hours of operations, service areas, etc.
In addition to the feedback specific to the survey, members of the Accessible Public Transit Service Advisory Committee provided examples of issues faced by riders who need to board and alight the bus at the front doors primarily related to a lack of understanding of Bus Operators and other passengers when requesting to exit at the front door for accessibility reasons. A new on-board campaign is underway which is targeted at poor passenger behaviour, with one of the topics being keeping aisles clear for passengers entering and exiting the bus. In addition, administration will re-assess new Operator training to ensure that Operators understand and adhere to the expectations relating to allowing front door entry/exit including kneeling/ramp deployment when requested as well as any other measures that can be taken to provide other passengers with a general understanding of the need for some to utilize the front door for accessibility reasons.
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; and
- 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 April 13, 2023 meeting, the Commission 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
· Undertake 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 |
Feedback from the Accessible Public Transit Service Advisory Committee with respect to the Specialized Transit Voice of the Customer Survey included the following:
- enhance questioning around driver performance including but not limited to driver accommodations and attitude, adherence to policies and overall safety;
- enhance questioning around the customer expectations regarding efficiency including but not limited to length of time on vehicle; shared rides and on-time performance; and
- enhance questioning around success rates and satisfaction levels with securing trips as requested as well as frequency of non-accommodated trip requests
Enclosures
I – 2018 Conventional Transit Voice of the Customer Survey Questions
II – 2018 Specialized Transit Voice of the Customer Survey Questions
Recommended by:
Shawn Wilson, Director of Operations
Katie Burns, Director of Planning
Craig Morneau, Director of Fleet & Facilities
Mike Gregor, Director of Finance
Concurred in by:
Kelly S. Paleczny, General Manager