Changes Impacting TTC Customer Satisfaction, Safety

Newly released data shows significant improvements in Toronto Transit Commission (TTC) customer satisfaction, particularly in safety, following investments in new customer-facing personnel.

Last September, the TTC announced it would vastly enhance the visible presence of staff throughout the system, by hiring 130 customer service agents and 30 supervisors at key subway stations, as well as on the bus and streetcar networks.

TTC’s Latest Findings

The latest findings show that since October 2023, customer satisfaction with safety on the TTC has increased seven points (61%), with overall satisfaction among subway users up five points (71%).

During the same period, the rate of offenses against customers in subway stations decreased by 11%, with a 10% decline across the system. Since January 2023, the rate of offences against customers has shown an overall decline of 24%.

"By adding more customer service agents in stations and expanding supervisory coverage, the TTC is actively working to improve the safety and well-being of both customers and transit operators,” said TTC CEO Rick Leary. “The increased visibility of staff and improved incident response capabilities are tangible outcomes of these strategic investments.”

Further Findings

The data further reveals since last October, 69% of customers reported ease of receiving assistance when needed, marking a five-point improvement.

Additionally, satisfaction with staff helpfulness scores rose by six points to 65%, and overall pride in the TTC increased by five points to 61%.

Every month, the TTC surveys 500 customers, measuring overall satisfaction levels across all modes, as well as specific customer satisfaction aspects, such as safety, comfort, cleanliness, staff helpfulness, information, and ease of use.

Findings are published monthly in the TTC CEO Report and presented to the TTC Board.