OC Transpo 2012 Customer Satisfaction Survey

2012 Customer Usage & Attitude Survey
Technical Briefing
April 24, 2013
FOR MORE INFORMATION PLEASE CONTACT:
Dan Baril Core Strategies Inc.

www.corestrategies.ca dan.baril@corestrategies.ca 416.230.6503
Core Strategies
2012 Usage & Attitude Survey
Survey Methodology
General Population Telephone Survey (CATI) Telephone Sample: RDD (Random Digit Dial) N=1,502 adult respondents 18+ Field: Nov 8 Nov 24, 2012
(*) Questionnaire: Closed ended Open ended

Results Weighted to Stats-Can Margin of error +- 2.5 (19/20) Study Area: City of Ottawa (see map):
.. Central: 755 West: 209 East: 257 South 143 Rural: 136
(*) Disclaimer: Questionnaire design for this survey instrument is an important consideration in the analysis and findings of this study. Specific linked and unlinked question order and concept builds at the beginning of the survey and throughout are designed to minimize the impact of former to latter question/concept bias, while at the same time providing for cross-analysis to related questions and concepts. Respecting the methodological context and link between questions is a critical component of the survey findings and not intended for isolated examination.
Core Strategies
2012 Usage & Attitude Survey Top 3 Slides
Core Strategies
2012 Usage & Attitude Survey Top 3 Slides #1
OC Transpo Overall Ratings
Question: Taking all factors into consideration, what overall rating would you give to Ottawas public transit service (OC Transpo)? Very Good, Good, Neither good nor poor, Poor, Very poor
Strike
85 82 81
Primary Mode: TRANSIT
80
Frequent User
77 75 74 71 70 67 64 76 75 73 71 68 67 64 65
70
70
Infrequent User
%
65
Car & Transit Users
63 60 59
63
59 58
59
60
61 59
Primary Mode: CAR

55
56
55
50
08S 08F 09S 09F 2010 2011 2012
Core Strategies
Question: Taking all factors into consideration, what overall rating would you give to Ottawas public transit service (OC Transpo)? Very Good, Good, Neither good nor poor, Poor, Very poor
Strike
85 82 81
Primary Mode: TRANSIT
80
Frequent User
77 75 74 71 70 67 64 76 75 73 71 68 67 64 65 65 64 61 73 72
70
70
Infrequent User
%
65
Car & Transit Users
63 60 59
63
59 58
59
60
61 59
Primary Mode: CAR

55
56
55
50
08S 08F 09S 09F 2010 2011 2012
Core Strategies

(All Respondents)
Question: Organizations are sometimes rated on the basis of how much their employees show they care about their customers. On that basis how caring would you say OC Transpo employees are about their customers? Very caring about its customers, Caring, Neither caring or uncaring, Uncaring, Very uncaring about its customers Question: In terms of being responsive to customer needs, would you say that OC Transpo isSucceeding, Making an effort, Not making an effort, Failing
Employees Caring for Customers
Responsiveness to Customer Needs
60
Very Caring + Caring (57 %) 49 45
80 70
Succeeding + Making an Effort (79 %) 67 59 62 56
50
60 50
40
42
42 33
30
%
20
28
29
29
40
%
13 6
2010
30 20
15
10
8 7
12 9 5
2011
9 8 4
2012
15
10 0
9
2009
15 13 10
18 13 12
12 11 10
0 2009
2010
2011
2012
Very Caring Caring Neither Uncaring Very Uncaring
Succeeding Making an effort
Not making aneffort

Failing
Core Strategies

(Used Transit in 6 months)
Question: The overall rating given to OC Transpo often consists of both positive and negative feelings you may have about different aspects of the transit system. For each of the following circumstances involving OC Transpo please rate on a scale of 1 to 10 where 1 represents a very negative feeling and 10 represents a very positive feeling: {read and rotate} o should do? {read and rotate}
Positive Vs. Negative Feelings about different aspects of the transit system
2011 2012 Var
When the bus gets you to your destination right on time. When the bus arrives to pick you up right on time.
8.6 8.6
91% 90%
8.7 8.7
94% 94%
3% 4%
Seated on the bus on route to your destination.

Planning your route using the OC Transpo website. Obtaining real time scheduling information on a smartphone via text-message. Using the O-Train. Interacting with the bus driver. Transferring between buses. Interacting with the Call Center on a customer service matter. The height of morning rush-hour. Standing on the bus on route to your destination. Waiting for your bus at the height of rush hour in the downtown core (Albert & Slater). The height of afternoon rush-hour. Standing in line to buy a monthly pass.
7.3
6.8 6.5 6.3 6.7 5.4 5.4 5.2 4.9 4.8 4.7 4.2
80%
70% 59% 56% 68% 42% 41% 42% 33% 36% 33% 22%
7.5
7.4 7.2 7.0 6.9 5.7 5.6 5.4 5.2 5.1 5.1 4.8
85%
82% 74% 69% 75% 50% 48% 44% 40% 38% 38% 33%
5%
12% 15% 13% 7% 8% 7% 2% 7% 2% 5% 11%
Arriving at your bus stop and having to wait because the bus is late.
Seeing your bus go by and not stopping for you because its full. Arriving at your bus stop and missing it because the bus came early.
3.8
2.6 3.0
21%
9% 14%
4.0
3.1 2.9
23%
13% 12%
2%
4% -2%
Core Strategies
Survey Methodology
General Population Telephone Survey (CATI) Telephone Sample: RDD (Random Digit Dial) N=1,502 adult respondents 18+ Field: Nov 8 Nov 24, 2012
(*) Questionnaire: Closed ended Open ended

Results Weighted to Stats-Can Margin of error +- 2.5 (19/20) Study Area: City of Ottawa (see map):
.. Central: 755 West: 209 East: 257 South 143 Rural: 136
(*) Disclaimer: Questionnaire design for this survey instrument is an important consideration in the analysis and findings of this study. Specific linked and unlinked question order and concept builds at the beginning of the survey and throughout are designed to minimize the impact of former to latter question/concept bias, while at the same time providing for cross-analysis to related questions and concepts. Respecting the methodological context and link between questions is a critical component of the survey findings and not intended for isolated examination.
Core Strategies
Question: Thinking about transportation and transit, would you say in the past couple of years getting in and around the city of Ottawa has: Greatly improved, Improved, Remained the same, Deteriorated, Greatly deteriorated Question: And what about in the next couple of years, do you believe getting in and around Ottawa will? Greatly improve, Improve, Remain the same, Deteriorate, Greatly deteriorate
Getting in and around the city

(All Respondents)
Past Couple of Years

100%
Next Couple of Years

100%
9
90%
10
13
8
90%
80%
27 35 34
80%
33
34
35
40
38
70%
70%
38
37
34
33
33
33
60%
Greatly Deteriorate Deteriorate 44 Remain Same 40 43 44 Improve 38 31 36 Greatly Improve
60%
50%
50%
30
40%
40%
31
30%
34
35
31
34
31
30%
20%
20%
27 22
10%
13
18 12
17
1 2010
14
1 2011
17
2 2012
10%
20
2 2008S 3 2008F
22
22
26
24
26
0%
2 2 2 1 2008S 2008F 2009S 2009F
0%
1 2009S
2 2009F
2 2010
1 2011
2 2012
Core Strategies
Question: And what about in the next couple of years, do you believe getting in and around Ottawa will? Greatly improve, Improve, Remain the same, Deteriorate, Greatly deteriorate
Getting in and around the city

(Next couple of years - Car vs. Transit Users)
Next Couple of Years (Car)

100%
Next Couple of Years (Transit)

100%
10
90%
10
8
90%
24
80% 80%
32
35
23
25
26
24
34
70%
42
41
37
36
35
36
70%
60%
Greatly Deteriorate Deteriorate Remain Same 30 29
60%
37
50%
50%
39 33 32
36 36
37
40%
33
30
30%
29
33
Improve Greatly Improve
40%
32
30%
20%
20%
26
10%
17
1 3
17
1
20
1
24
22
25
10%
28
29
34
28
31 30
30
0%
0%
3 2008S
3 2008F
3 009S
4 2009F
4 2010
2008S 2008F
009S
2009F
2010
2011
2012
1 2011
4 2012
Core Strategies
10
Question: When you travel in and around Ottawa what mode of travel do you use most? {Read and Rotate} Drive a Car, Passenger in a Car, Public Transit, Walk, Bike, Other {volunteered do not specify}
Primary mode of travel

(All Respondents)
70
62
60
61
62 60
62
63
64
53
50
53 46 47
Transit
40
Car
35 33 32 26 26 25 23 25 22
%
30
Passenger Walk
24
30
Bike
20
10
10 3 2
11 4 2
99
12
8 2 1
01
0
97
2 1
05
5 2
08S
5 3
08F
7 6 2
09S
7 5 3
09F
6 4
10
7 5 3
11
6 3 2
12
Core Strategies
11
Primary use of transit

Question: For what purpose do you use OC Transpo most often? {read and rotate} Getting to and from work, Getting to and from school, For personal business such as shopping, banking, doctor appointments, family activities, pleasure and entertainment, Other {do not specify}
60
52 48 46 47 53 46 46 43
50
50
49
50
51 49
Work
41 41 35 41 34 41 35
40
38 35
39 37 37
39
39 37
38
36
37
37
37
36
%
30
Personal Business
20
17 15 15 16
10
12
12
12
13
14 11 9
14
14
15
12
12
12
School
0
90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12
Core Strategies
12
Question: How often do you use Ottawas public transit, OC Transpo? (Everyday/ 4 or more times per week), 2-3 times per week, Once per week, Less than once per week, Less than once per month Hardly ever or never
Frequency of transit use

1.2
Everyday & >4/Wk
0.8
2-3 Weekly
%
0.6
1 Week
0.4
< 1 Week
< 1 Month 0.2 Hardly/Never 0 90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10F 11F
Core Strategies
13

60
50 47 40 45 46
50 46
51 45
49
50
49 46 45
Everyday & >4/Wk 47 40 41 42 44 2-3 Weekly
%
30
1 Week
20
< 1 Week
< 1 Month 10 Hardly/Never 0 90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12
Core Strategies
14

60
50 47 40 45 46
50 46
51 45
49
50
49 46 45
Everyday & >4/Wk 47 40 41 42 44 2-3 Weekly
%
30
1 Week
20
19 14 13
20 18 15 13 8 15 13 12 8 18 14 11 9 16 14 9 8 17 16 13 8 14 12 8 17 14 9 15 14 12 9 6 13 12 11 16 12 10 8 14 12 11 10 7 15 12 11 7 16 15 12 7 17 13
< 1 Week
12 8
10
8
14 13 12 11 9
< 1 Month
10 9 7
Hardly/Never 0 90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12
Core Strategies
15
Question: When you use public transit, what reasons are most important in your decision to use transit over other forms of transportation? {Do not read list, check all that apply, probe}
Most important reasons for using transit over other forms of transportation
50
46
43
Transit more Convenient

41
40
38
40
41
40
Transit less expensive

32 31
30
30 28
29
28
29
No access to car
%
Environment 20
17 16 14 11 16 15 12 15 14 12 16 15 14 13 11 19 14 13 16 15 12 17 15 13 10
Parking Expense
10
Transit faster
0 08S 08F 09S 09F 10 11 12
No parking
Core Strategies
16
Question: Which is more important to you? {read and rotate} That you arrive at your final destination in the shortest amount of time possible, or that your transit trip involves few or no transfers ?
Arrive at destination in shortest amount of time vs. few or no transfers

100
80
60
79
70
71
69
65
70
67
Arrive at destination in the shortest amount of time
%
40 Trip involves few or no transfers
30
20
29
31
35
30
33
21
0
08S 08F 09S 09F 10 11 12
Core Strategies
17
Question: What is your biggest concern about making a transfer at a Transitway station? {read and rotate}
Biggest concern about making a transfer

80
70
64
60
65
59 51 61 61
67
You will miss your connection and have to wait for the bus The hassle of moving from one bus to another You won't get a seat
50
40
%
30
20
19 15 16 8 7 6
08F
20 17 8 7 15 12 6
11
You are unsure which bus to transfer to

15 7 5
12
10
8 7 5
08S
8 6 5
09S
7 5
09F
Unsure where the bus stop is located at the station
0 10
Core Strategies
18
Question: When transferring at a Transitway station, what is the longest acceptable wait time for a bus?
Acceptable wait times when transferring

100%
90%
22
80%
1-2 Mins
70%
3-5 Mins
60%
44
50%
6-10 Mins
40%
30%
20%
22 11
11-15 Mins
10%
0%
> 15 Mins
2012
2008
Core Strategies
19
Question: When transferring at a Transitway station, what is the longest acceptable wait time for a bus?
Acceptable wait times when transferring

100%
Question: Does access to real time info via smartphone impact acceptable wait time? 2010 FGs indicated yes at least if I knew.
2
90%
22
80%
21
1-2 Mins
70%
3-5 Mins
60%
44
50% 40%
41
6-10 Mins
30%
20%
22 11
26
11-15 Mins
10%
11
2012
0%
> 15 Mins
2008
Core Strategies
20
Question: For each of the following statements please tell me if you agree or disagree by using a scale of 1 to 10, where 10 means you strongly agree and 1 means you strongly disagree: {read and rotate}
Service Level Ratings - Agree

%
Bus drivers are respectful toward passengers During rush hour it is reasonable that you may have to stand. Buses are clean and tidy. Climate control on the bus is not too hot or not too cold. The physical ride on the bus is comfortable. Passengers are respectful toward bus drivers
Transit users obey the priority seating assignment.

Bus service is reliable and runs on time Bus routes are well planned For the cost, OC Transpo delivers good service value. Bus drivers wait until you are seated or standing securely before driving away.
2011 F
2010 F
2009 F
2009 S
2008 F
2008 S
Core Strategies
21

%
Bus drivers are respectful toward passengers During rush hour it is reasonable that you may have to stand. Buses are clean and tidy. Climate control on the bus is not too hot or not too cold. The physical ride on the bus is comfortable. Passengers are respectful toward bus drivers 72 66 81 79 77 85 85
For the cost, OC Transpo delivers good service value.

Bus routes are well planned Transit users obey the priority seating assignment. Bus service is reliable and runs on time Bus drivers wait until you are seated or standing securely before driving away. 60 60 57
64
2012
2011
2010
2009 F
2009 S
2008 F
2008 S
Core Strategies
22

%
Bus drivers are respectful toward passengers During rush hour it is reasonable that you may have to stand. Buses are clean and tidy. Climate control on the bus is not too hot or not too cold. The physical ride on the bus is comfortable. Passengers are respectful toward bus drivers 85 85 81 79 77 72 66 87 86 80 78 75 75 60 60 60 58 71 61 82 75 73 71 68 66 67 80 71 67 69 83 74 70 69 80 68 67 68 79
For the cost, OC Transpo delivers good service value.

Bus routes are well planned Transit users obey the priority seating assignment. Bus service is reliable and runs on time Bus drivers wait until you are seated or standing securely before driving away.
64
60 60 57
62
62 62 56 47
68
57 63 43 57
66
55
66
60
69
59 68
67
61 47
63 49 43
62
2012
2011
2010
2009 F
2009 S
2008 F
2008 S
Core Strategies
23
Pre 2008 The transit system is not easy to use: Strongly agree, agree, does not agree or disagree, agree, strongly disagree Post 2008 Question: How easy or difficult is the Ottawa transit system to figure out and use? Would you say the system is: Very easy to figure out and use, Easy to figure out and use, Difficult to figure out and use , Very difficult to figure out and use?
Ottawa Transit System: Easy or difficult to figure out and use?

Pre 2008
(All Respondents)
70
Post 2008
Post 2008
(Car User/ Non Transit User)
70
67 60 61 60 61 59 58 57 58 56 55 63 64 64 65 63 59
70
65
60
60
60
57 54
58
59 57 55
50
50
40
%
30 25 20 20 19 19 19 19 19 17 16 10 5 0 6 3 8 5 2 2 8 2 7 3 7 4 8 3 9 2 14 9
40
83% believe system is very easy or easy to figure out; up from 80% in 2011.
50
40
80% believe system is very easy or easy to figure out; Highest ranking ever.
%
30
%
30
23 22 19 17 13 8 6 5 5 3 8 20 18 15 16 15
20
20 18 17 15 15 17 16
20 15
21 19 17 15
20
14
21 20
21
10
2 3 2 08F 3 1 09S 09F 1 10 11 12 3 3
10
7
90 91 92 93 94 95 97 99 01 05
0
Strongly disagree Agree Disagree Strongly agree
0
08S 08F 09S 09F 10 11 12
08S
Very easy
Difficult
Easy
Very difficult
Very easy
Difficult
Easy
Very difficult
Core Strategies
24
Question: If difficult or very difficult to figure and use in previous question, ask: what factors make the Ottawa transit system difficult to figure out and use? {probe and
check all that apply}
Factors that make Ottawa transit system difficult to figure out and use?
Used transit in past 6 months Trip Planning Maps Route Numbers Website Schedules Too many schedule variations Too many routes Route Names Bus stop locations Complex routes / No direct route / Have to transfer Station layout Fare payment system Poor customer service / unhelpful drivers Buses are overcrowded / too full to stop No computer access / computer reliance for information Frequent route / Schedule changes Not enough routes / some areas not connected Buses do not stay on schedule / unreliable Ottawa does not have a subway system Poor management Lack of / Poor access to information Other 20% 10% -10% 2012 28% 22% 21% 21% 20% 19% 19% 14% 13% 12% 8% 8% 3% 2% 2% 1% 1% 8% 5% 3% 3% 2% 3% 3% 2% 7% 2011 21% 29% 21% 20% 28% 21% 14% 18% 9% 12% 20% 5% 3% 2% Variance -7% 7% 0% -1% 8% 2% -5% 4% -4% 0% 12% -3% 0% 0%
Core Strategies
25
Question: When you require schedule and route information, what information sources do you use? {Do not read list, check all that apply}
What information sources do you use?

80
75 73 75
80
81 79 79
Website
560-1000
60
Call Centre
%
46
Bus Stops
40
iPhone App is a new mention for 2012 @ 6%

26 23 26 24 22 20 18 16 14 7 6 16 15 11 5 0 11 9 7 6 3 18 14 12 9 4 13 11 6 3 1 19 17 11 9 7 2 14 13 10 9 3 2 14 11 6 3 2 13 12 7 5 4 3 19 20 18 12 7 5 3 2 13 12 7 5 2 1 12 7 6 5 2
Transit Stations
On Bus Info
20
Word of mouth
Driver 12
95
97
99
01
05
08 S
08 F
09S
09F
10
11
Core Strategies
26
Question: How effective is the OC Transpo website in providing you with the information you are looking for? Very effective, Effective, Neither effective or ineffective , Ineffective, Very ineffective.
Effectiveness of OC Transpo Website

Of respondents that used transit in the last 6 months and access OC Transpo Website
%
2012 2011 2010 2009 F 2009 S 2008 F 2008 S
0 20
Very Effective Effective
36
52
88% 87% 91% 90% 92% 91% 92%
34
53
41
50
3 1
43
47
21
47
45
3 1
49
42
4 0
51 40
Neither
41 60
Ineffective
3 1
80
Very Ineffective
100
Core Strategies
27
Question: If you have one, what kind of cellular smart phone or PDA do you use {read and rotate}? iPhone, Blackberry, Android, Windows Phone, Other {do not specify}
Type of Cellular Phone

2011
2012
Android 20% Android 34% Blackberry 46% iPhone 31% Blackberry 35%
iPhone 34%
Core Strategies
28
Question: What percentage of your electronic access to OC Transpo information is done from: read and rotate A mobile device such an smart-phone of PDA versus A personal computer?
Smartphone vs. Computer Access

2011
2012
Smartphone 21%
Smartphone 27%
Computer 79%
Computer 73%
Core Strategies
29
Smartphone vs. Computer Access

Question: Looking into the future would you say it is more important you be able to plan your routes on a mobile device such as a smart phone or on a personal computer? {read and rotate a & b} A mobile device such an smart-phone or PDA, A personal computer, {volunteered} Both equally important Question: And again, looking into the future would you say it is more important you be able to receive real-time scheduling information and the location of your bus on a mobile device such as a smart phone or on a personal computer? {read and rotate a & b} A mobile device such an smart-phone or PDA, A personal computer, {volunteered} Both equally important
Current Access
Mobile PDA 27%
Future Plan Routes

Both 6%
Compute r 73%
Future: Real-Time Schedule & Bus Location

Both 4% Computer 17%
Computer 34%
Mobile PDA 60% Mobile PDA 79%
Core Strategies
30
Question: How do you usually pay for transit fares? Cash, Ticket, Pass (any kind of pass, monthly, Eco, annual student, senior, express, ruraletc.) Other {do not specify}
Transit fare method of payment (Ticket Pass Cash)

60
55 52 53 51 48 44 49 51 51 49 44 39 36 34 34 34 37 35 34
50
47
42 40 43 38
46 43 40
40
37
41 39
40
39 38
38
%
30
22
20
18 15 16 16 14 13 13 11 14 13 17 16
10
11
10
10
11
0
90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12
Ticket
Pass
Cash
Core Strategies
31
Question: Please tell me if you agree or disagree with the following statements where on a scale of 1 to 10, 10 means you strongly agree and 1 means you strongly disagree. When using OC Transpo: {read and rotate}
Safety and Security Ratings - Agree

%
90
Overall you feel OC Transpo is a safe and secure transit systrem
You feel more safe and secure during the day than evenings or late at night.
74
You feel safer and more secure once you are on the bus than waiting at a station.
74
If an incident occurs you are confident the driver knows what to do.
71
The presence of uniformed law enforcement personnel makes you feel more safe and secure.
66
The presence of video surveillance equipment makes you feel more safe and secure.
63
If an incident occurs you are confident you can get help quickly
62
Encountering large numbers of young people makes you feel less safe and secure. 2012 2011 2010
38 2009F 2009S 2008F 2008S
Core Strategies
32
Question: Please tell me if you agree or disagree with the following statements where on a scale of 1 to 10, 10 means you strongly agree and 1 means you strongly disagree. When using OC Transpo: {read and rotate}
Safety and Security Ratings - Agree

%
90 90
Overall you feel OC Transpo is a safe and secure transit systrem
You feel more safe and secure during the day than evenings or late at night.
74
78
77
81
79
77
77
You feel safer and more secure once you are on the bus than waiting at a station.
74
71
74
77
70
76
76
If an incident occurs you are confident the driver knows what to do.
71
74
68
67
67
69
69
The presence of uniformed law enforcement personnel makes you feel more safe and secure.
66
69
69
71
72
69
69
The presence of video surveillance equipment makes you feel more safe and secure.
63
66
65
65
60
63
63
If an incident occurs you are confident you can get help quickly
62
72
59
56
54
61
59
Encountering large numbers of young people makes you feel less safe and secure. 38 38 35 39 36 40 40 2012 2011 2010 2009F 2009S 2008F 2008S
Core Strategies
33
Question: Please tell me if you would be very likely, likely, neither likely or unlikely, unlikely, or very unlikely to use public transit more than you do now if the following happened: {read and rotate}
Likelihood of using transit more, if

(Very likely + likely)
Get to destination almost as fast or faster by transit than car
86
Wait-times for a bus never exceeded 5 minutes
81
Did not have to transfer first bus goes to destination
77
Cost of public transit was less expensive
72
Bus stops were closer to your point of origin or destination
66
The price of gas increased to $2.00 per litre
63
The cost of parking increased by 50%
59
Seating on the bus was always, or almost always, available
59
Once the new light rail line is built through the downtown tunnel
57
Drive to near-by park-and-ride and access rest of system

2012 2011 2010 2009 F
50
2009 S 2008 F 2008 S
Core Strategies
34

Get to destination almost as fast or faster by transit than car
86
83
84
81
83
84
84
Wait-times for a bus never exceeded 5 minutes
81
80
80
78
81
77
81
Did not have to transfer first bus goes to destination
77
74
74
75
74
79
76
Cost of public transit was less expensive
72
72
73
71
72
69
72
Bus stops were closer to your point of origin or destination
66
65
66
64
63
71
67
The price of gas increased to $2.00 per litre
63
65
65
63
69
66
65
The cost of parking increased by 50%
59
63
57
53
57
56
57
Seating on the bus was always, or almost always, available
59
58
60
59
59
60
61
Once the new light rail line is built through the downtown tunnel
57
59
64
63
63
66
67
Drive to near-by park-and-ride and access rest of system
50
2012
48
50
2011
46
46
2010
55
53
2009 F 2009 S 2008 F 2008 S
Core Strategies
35

(Car or Non Transit Users)
Get to destination almost as fast or faster by transit than car Did not have to transfer first bus goes to destination
54
63
Instead of buses, OC Transpo operated more trains or light rail

Wait-times for a bus never exceeded 5 minutes Significant increase in traffic congestion Bus stops were closer to your point of origin or destination Cost of public transit was less expensive Seating on the bus was always, or almost always, available The cost of parking increased by 50% The price of gas increased to $2.00 per litre Drive to near-by park-and-ride and access rest of system
2012 2011 2010
53
52
42
41
41
41
36
35
31
2009 F 2009 S 2008 F 2008 S
Core Strategies
36

(Car or Non Transit Users)
Get to destination almost as fast or faster by transit than car Did not have to transfer first bus goes to destination
63
65
59
55
63
61
60
54
50
53
52
55
48
55
Instead of buses, OC Transpo operated more trains or light rail

Wait-times for a bus never exceeded 5 minutes Significant increase in traffic congestion Bus stops were closer to your point of origin or destination Cost of public transit was less expensive Seating on the bus was always, or almost always, available The cost of parking increased by 50% The price of gas increased to $2.00 per litre Drive to near-by park-and-ride and access rest of system
53
48
45
45
49
50
50
52
44
49
48
49
44
48
42
38
38
38
38
37
37
41
34
37
40
42
41
44
41
40
36
35
38
32
35
41 29
36
32
37
37
33
36
33 29 28 30
29 27
35
37
40
37
34
36
38
31
31 29 30
2011
32
32
2010
32
2009 F 2009 S 2008 F 2008 S
2012
Core Strategies
37
Highest Priority
Question: While they are all important factors in achieving the highest possible level of customer service, of the following 6 factors which do you think should be OC Transpos top 3 priorities {read and rotate}? That buses run on time, Good relations between bus drivers and bus riders, That bus service meets demand, Real time scheduling information, Having a seat on the bus, Good relations between OC Transpo Management and Unions.
2011
1st
2nd
3rd
That buses run on time
37%
29%
14%
Good relations between bus drivers and bus riders
13%
20%
23%
That bus demand
service
meets
22%
15%
20%
Good relations between OC Transpo Management and Unions Real time information scheduling
13%
10%
13%
11%
14%
15%
Having a seat on the bus
5%
13%
15%
Core Strategies
38
Highest Priority
Question: While they are all important factors in achieving the highest possible level of customer service, of the following 6 factors which do you think should be OC Transpos top 3 priorities {read and rotate}? That buses run on time, Good relations between bus drivers and bus riders, That bus service meets demand, Real time scheduling information, Having a seat on the bus, Good relations between OC Transpo Management and Unions.
2011
1st
2nd
3rd
2012
1st
2nd
3rd
37%
29%
14%
55%
20%
11%
13%
20%
23%
12%
30%
17%
That bus demand
service
meets
22%
15%
20%
That bus demand
service
meets
13%
18%
24%
Good relations between OC Transpo Management and Unions Real time information scheduling
13%
10%
13%
Real time information
scheduling
6%
13%
20%
11%
14%
15%
Good relations between OC Transpo Management and Unions
9%
9%
15%
5%
13%
15%
6%
10%
13%
Core Strategies
39
Summary
Overall transit customer satisfaction is up from 59 to 73 percent
Customers view that employees care is up from 54 to 57 percent

Customers view that OC Transpo is responsive up from 68 to 79 percent Customers view that OC Transpo delivers good service value up from 60 to 66 percent Our customers tell us that : Employees are respectful toward customers During rush hour it is reasonable to stand Buses are clean and tidy Our customers tell us that we need to work on: Operators waiting until customers are seated or standing securely Service is reliable runs on time Customers following the co-operative seating policy
Core Strategies
40
2012 Customer Usage & Attitude Survey

Technical Briefing
April 24, 2013
FOR MORE INFORMATION PLEASE CONTACT:
Dan Baril Core Strategies Inc.

www.corestrategies.ca dan.baril@corestrategies.ca 416.230.6503
Core Strategies
41

OC Transpo 2012 Customer Satisfaction Survey

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OC Transpo 2012 Customer Satisfaction Survey

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2012 Customer Usage & Attitude Survey

FOR MORE INFORMATION PLEASE CONTACT:

Dan Baril Core Strategies Inc.

2012 Usage & Attitude Survey

(*) Questionnaire: Closed ended Open ended

2012 Usage & Attitude Survey Top 3 Slides

2012 Usage & Attitude Survey Top 3 Slides #1

OC Transpo Overall Ratings

Primary Mode: TRANSIT

Car & Transit Users

Primary Mode: CAR

2012 Usage & Attitude Survey Top 3 Slides #1

OC Transpo Overall Ratings

Primary Mode: TRANSIT

Car & Transit Users

Primary Mode: CAR

2012 Usage & Attitude Survey Top 3 Slides #2

OC Transpo Overall Ratings

Employees Caring for Customers

Responsiveness to Customer Needs

Very Caring + Caring (57 %) 49 45

Succeeding + Making an Effort (79 %) 67 59 62 56

Very Caring Caring Neither Uncaring Very Uncaring

Succeeding Making an effort

Not making aneffort

2012 Usage & Attitude Survey Top 3 Slides #3

OC Transpo Overall Ratings

Seated on the bus on route to your destination.

2012 Usage & Attitude Survey

(*) Questionnaire: Closed ended Open ended

2012 Usage & Attitude Survey

Getting in and around the city

Past Couple of Years

Next Couple of Years

Greatly Deteriorate Deteriorate 44 Remain Same 40 43 44 Improve 38 31 36 Greatly Improve

2 2 2 1 2008S 2008F 2009S 2009F

2012 Usage & Attitude Survey

Getting in and around the city

Next Couple of Years (Car)

Next Couple of Years (Transit)

Greatly Deteriorate Deteriorate Remain Same 30 29

Improve Greatly Improve

2012 Usage & Attitude Survey

Primary mode of travel

2012 Usage & Attitude Survey

Primary use of transit

2012 Usage & Attitude Survey

Frequency of transit use

Everyday & >4/Wk

2012 Usage & Attitude Survey

Frequency of transit use

Everyday & >4/Wk 47 40 41 42 44 2-3 Weekly

< 1 Month 10 Hardly/Never 0 90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12

2012 Usage & Attitude Survey

Frequency of transit use

Everyday & >4/Wk 47 40 41 42 44 2-3 Weekly

Hardly/Never 0 90 91 92 93 94 95 97 99 01 05 08S 08F 09S 09F 10 11 12

2012 Usage & Attitude Survey

Transit more Convenient

Transit less expensive

0 08S 08F 09S 09F 10 11 12

2012 Usage & Attitude Survey

Arrive at destination in shortest amount of time vs. few or no transfers

Arrive at destination in the shortest amount of time