Enclosure I – 2018 Conventional Transit Voice of the Customer Survey Questions

2018 Conventional Transit Voice of the Customer Survey Questions

· All things considered, how likely would you be to recommend riding a London Transit bus to a friend or neighbor?

Not at all likely 0 1 2 3 4 5 6 7 9 10 Very likely

Respondents were asked their level of agreement (ranging from strongly disagree to strongly agree) with each of the following statements:

  • The bus usually runs on time.
  • The frequency of service (how often the buses come) is satisfactory.
  • The bus gets me to my destination in a reasonable amount of time
  • The bus routes are conveniently located for me.
  • The buses operate at the times that I need them (early morning through late evening).
  • The buses operate on the days that I need them.
  • It is easy to find out if the buses are running on schedule.
  • It is easy to get information about London Transit’s services, route schedules and maps.
  • The bus is clean.
  • There is enough seating/space on the bus.
  • Bus drivers operate the vehicle safely
  • Bus drivers are helpful and courteous.
  • Bus drivers are knowledgeable about the London Transit system
  • The price of the fares is reasonable
  • When contacting London Transit’s Customer Service, I receive a prompt reply
  • When contacting London Transit with a concern or complaint, my issue is addressed in a timely manner
  • Customer Service representatives are helpful and courteous
  • The London Transit system provides value to the community based on the amount taxpayer funding it receives
  • The community should consider increasing funding in order to improve the quality and/or expand the London Transit service.

Respondents were asked to answer each of the following questions with Yes or No:

  • Do you follow the London Transit Twitter account for service updates?
  • Have you signed up for stop level information notices through the LTC real-time information system?
  • Do you feel safe from unwanted conversation/contact while riding the bus?
  • Have you ever experienced unwanted conversation/contact while riding the bus?
  • Have you ever witnessed unwanted conversation/contact while riding the bus?
  • Do you feel safe from unwanted conversation/contact while waiting for the bus at the bus stop?
  • Have you ever experienced unwanted conversation/contact while waiting for the bus at the bus stop?
  • Have you ever witnessed unwanted conversation/contact while waiting for the bus at the bus stop?
  • Have you contacted London Transit with a question, concern or complaint in the last 3 months?
    • Was your issue resolved?
  • Are you dependent on using London Transit buses to travel to/from your destination?

Repsondents were also asked the following questions:

  • On a scale of 1-5 where 1 means “Very Dissatisfied” and 5 means “Very Satisfied” How satisfied are you overall with the quality of the London Transit bus service?
  • In the past year, has the bus service:

Gotten Worse Stayed about the same Gotten Better

  • What are the top 3 most important areas of service for you as a user of public transportation? (Rank in order)
    • Service availability (frequency of buses, hours of operation)
    • Route coverage
    • Fare price
    • Real time information about bus timeliness
    • Accuracy and availability of route schedules and maps
    • Travel time
    • Buses arrive on time
    • Drivers being helpful and courteous
    • Buses are operated safely
    • Customer service representatives being helpful and courteous
    • Responsiveness to concerns or complaints in a timely fashion
    • Bus cleanliness
    • Safety on the bus
    • Safety waiting for the bus
  • If you do have other options (such as walking, getting a ride, or buying/driving a car), what is the #1 reason you choose public transportation? (Pick ONE only)
    • The bus comes so often it’s just as convenient (as walking or driving)
    • It’s better for the environment
    • I want to save money on gas, parking and other car expenses
    • I want to be able to work instead of driving
    • I want to be able to drink / have fun, without worrying about driving
    • I want to support public transportation
    • Other-Write in_______
  • How often do you ride the bus?
    • 5+ days per week
    • 3-4 days per week
    • 1-2 days per week
    • 2-3 times per month
    • Once per month or less
  • For what primary purpose do you ride London Transit buses most frequently?
  • Work
  • Education
  • Shopping/Errands/Groceries
  • Leisure/Social/Recreation
  • Medical
  • Church/Religous activities
  • Other – Write In
  • What type of pass/payment do you use most often?
    •  Cash
    • Ticket
    • Monthly Pass
    • Tuition Pass