The London Transit Commission is using the results of a new survey to better understand its riders.
Officials spoke to more than 500 people as they were riding the bus during a week in late July.
Among the findings of the survey, just over half of all riders are younger than 30, which is much higher than the “industry average” of 37 per cent.
The results also suggest two-thirds of all riders can’t afford another mode of transportation, and 87% of respondents believe the buses are well-driven.
LTC General Manager Kelly Paleczny notes this survey is a better gauge of how happy their customers are.
“Historically, our only means of gauging customer feedback was through our customer contact system, which relies on the customer to make that phone or send that email,” she said. “In those situations, we find that a customer either has to be really dissatisfied or extremely satisfied before they take that next step and make the call or send off the email.”
Paleczny said they’ll be using the results to help shape services as they city works to bring rapid transit to London.
“We’ve got a plan in place, we’ve got Council’s buy-in, and we’re moving forward, and I believe we’re making significant improvements and we’re making those improvements where we’re hearing from the customers that they want them,” Paleczny said.
Paleczny added the results differed from a recent city hall survey of all municipal services. The city survey found a 10 per cent increase in the number of residents who said they were worried about public transit.
“The City of London survey is purely just 500 households, no indication whether those 500 people even take the bus,” Paleczny said. “It was a generic question, we’re going to walk through all these services that the city provides, and we want you to rate them. So we’re not even sure if those are our riders, now that’s not to say they won’t be future riders, so obviously we’re still concerned about that.”
The LTC plans to do a follow up survey in November that will gauge how riders feel about their most recent service changes, which were brought into effect earlier this month.
“The intent going forward is that we would do these surveys on a regular basis to monitor and gauge whether or not the changes that we’re making are having the impact that we are intending,” she said.