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The image and satisfaction survey about the services provided by the Société de transport de l'Outaouais (STO) was conducted by Léger Marketing among Gatineau residents aged 18 and over, regardless of whether they were public transit riders. Riders are defined as individuals who made a least four trips on the STO system in November 2016.

This survey is part of a continuous satisfaction assessment that the STO has been conducting since 2008. The purpose is to measure rider perception of the services offered by the STO throughout the entire system.

The 10-point satisfaction scales can be interpreted as follows:

• Scores between 7 and 10:    Satisfactory
• Scores between 5 and 6.9:    Moderately satisfactory
• Scores between 1 and 4.9:    Unsatisfactory

Notes

In order to identify the variances between the sub-groups in the survey, significantly higher proportions are shown in red in the tables, while significantly lower proportions are shown in blue.

When applicable, comparisons with the results of the 2015 survey have been made. The up arrow (↑) indicates a score that is statistically higher than the results of the previous survey, whereas the down arrow (↓) indicates a score that is statistically lower.

• Survey context
• Image of the STO
• Satisfaction with the quality of services offered
• Satisfaction with service aspects
• Roadwork management
• Change in the quality of travel
• Implemented and future actions
• Methodology
• Reference documents

The STO evaluates customer satisfaction every year in November.

This time, the fall of 2016 stood out for the amount of roadwork and road closures, both in downtown Ottawa and in the Hull sector. In particular, Rideau was completely closed to traffic between Sussex and Dalhousie from October 19 to December 15, 2016. This work had a major impact on the STO's ability to deliver the scheduled service, especially during the afternoon peak period.

Nevertheless, the STO still wanted to go ahead with its annual survey. It was important to assess the experience of riders in a context of disrupted services.

In general, in December 2016, 61% of respondents had a very or somewhat positive opinion of the STO, while 29% had a negative opinion. 11% did not respond. 68% of riders had a positive opinion of their transit corporation.

Respondents also gave their opinion on four statements related to their impression of the organization. While the STO has a good image as an employer, the population has a mixed image of the transparency and responsiveness it displays.

In November 2016, in the context of major roadwork, respondents gave an average score of 6.5 out of 10 for the quality of services offered in general, or a decrease compared with 2015.

n November 2016, in the context of major roadwork, satisfaction with the service aspects overall was lower than in November 2015.

Satisfaction with the information tools available, assessed for the first time in the 2016 survey, was 7 out of 10.

59% of riders were satisfied with the STO's efforts to ensure the best possible service despite the roadwork, whereas 13% were dissatisfied.

Although it could be difficult for riders to assess what the system could have been without the impact of the roadwork, respondents were invited to give their opinion on the changes to the routes and schedules that came into effect in the fall of 2016.

While 40% of respondents saw no change, 34% felt that the changes were an improvement and 21% thought they were a deterioration.

Naturally, it was in the Aylmer sector that the largest number of riders saw a change. 39% felt there was an improvement, and 35% thought there was a deterioration.

Vulnerability of services in Ottawa

First of all, the results highlight the vulnerability of services in downtown Ottawa. Few alternative solutions are available to provide service when there are disruptions on Rideau and Wellington. The system that will be introduced after light rail has started running, with the use of Albert and Slater, will make things less vulnerable and more reliable.

Learn more about the new service to downtown Ottawa in 2018

Like the entire system, service in the Aylmer sector was affected by the roadwork in the downtown areas. The resulting lack of regularity had a major impact on the experience of riders.

Furthermore, any major change in the system requires some time for adjustments and fine-tuning. In the first year, a number of modifications already contributed greatly to improving the service in this sector

• Trips added and articulated buses assigned to route 59
• Rivermead Park-and-Ride served by routes 41 and 44
• Closure of the Hippodrome Park-and-Ride and better service for residents in the Connaught neighbourhood thanks to relocated stops and the resumption of service by routes in the 40 series
• More regular service intervals on route 59 starting August 28, 2017

The STO continues to closely monitor the quality of service in this sector.

Learn more about the changes made to the system in the Aylmer sector

As part of its 2017-2026 Strategic Plan, the STO has set some ambitious objectives for customer satisfaction and has developed a sound action plan to achieve them. For example, implementing the new operational support and rider information system (SAEIV) that will facilitate and improve management of the system and give riders information in real time, and introducing preferential measures.

The STO continues to take concrete action to improve service, and is remaining focused on reaching the objectives it has set for 2020.

Learn more about the STO's 2017-2026 Strategic Plan

1,003 Gatineau citizens completed the survey between December 2 and 20, 2016:

• By Internet (members of Léger's web panel): 670 respondents;
• By telephone (random sample): 333 respondents.

For comparative purposes, a probability sample of the same size would have a maximum margin of error of 3.1%, 19 times out of 20.

Between 101 and 301 interviews were conducted in each sector of the City of Gatineau, comprising Aylmer, Buckingham, Gatineau, Hull and Masson-Angers. Consequently, the margin of error for each sector for a probability sample of the same size would vary between 5.7% and 9.8%.

The raw survey data were weighted by the actual distribution of the population based on sector of residence, gender, age, mother tongue and the use of public transit, in accordance with 2011 census data.

See (In French only):

• Presentation of the satisfaction survey by Léger Marketing
  
• Complete report of the satisfaction survey by Léger Marketing
• Press release