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Satisfaction Survey about STO Services (2017)

The 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, who made at least four trips on the STO system in November 2017.

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 2016 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.

Highlights

  • While in November 2016 the service was disrupted by roadwork and road closures in the downtown areas of Ottawa and the Hull sector, in November 2017, there was an increase in satisfaction with all aspects of service. Satisfaction returned to the 2015 level, and even higher. In fact, an upward trend has been observed for several years now, in particular regarding the frequency of bus service.
  • Residents in the Gatineau sector indicated they were significantly more satisfied than those in other sectors of the city, for 5 of the 6 indicators surveyed. Overall satisfaction was 7.3 out of 10 in 2017, a statistically significant increase compared to the score of 6.8 recorded in December 2012, before the Rapibus began service.
  • Satisfaction with bus driver courtesy reached an all-time high since 2008 with an average score of 8.3 out of 10.

Satisfaction with the quality of services offered

In November 2017, respondents were satisfied with the quality of services offered by the STO in general, with an average score of 7 out of 10.

On a scale of 1 to 10, how satisfied are you with:

All Riders

Aylmer

(except Plateau)

Plateau district

Hull

(except Plateau)

Gatineau

Buckingham

Masson-Angers

n = 1 006

n = 175

n = 164

n = 186

n = 281

n = 100

n = 100

The quality of services offered by the STO

7.0 ↑

6.3

6.7

7.0

7.3

7.1

7.1 ↑

Satisfaction with service aspects

In November 2017, satisfaction with all aspects of the service measured was higher than in 2016.

On a scale of 1 to 10, how satisfied are you with:

All Riders

Aylmer

(except Plateau)

Plateau district

Hull

(except Plateau)

Gatineau

Buckingham

Masson-Angers

n = 1 006

n = 175

n = 164

n = 186

n = 281

n = 100

n = 100

Punctuality at the bus stop

7.0

6.6

7.0

6.8

7.3

7.4

6.9

Travel time

7.1 ↑

6.8

6.4

7.4

7.2

6.1

6.2

Bus service frequency

6.3 ↑

5.7

6.0 ↑

6.3

6.7

5.9

5.3

Information tools available

7.5 ↑

7.2

7.4

7.4

7.6 ↑

7.5

7.6

Bus driver courtesy

8.3 ↑

8.1

8.3

8.2

8.5

8.1

8.0

Change in the quality of travel

For close to half of riders, the quality of the experience remained stable (these riders are generally satisfied with an average score of 7.2 out of 10).

29% of riders indicated an improvement, while 16% observed a deterioration.

The largest number of respondents observed changes in the Plateau district, where a system review took effect in the fall of 2017. Close to 4 respondents out of 10 noted an improvement and 24% saw a deterioration (with 8% indicating a significant deterioration).

Overall, when you compare your experience in November 2017 with the same month in the previous year, would you say that the quality of your trips on the STO bus system…?

All riders

n = 1 006

Overall average satisfaction

… has improved significantly

8%

8.6

An improvement, but not significant

21%

7.7

No change

46%

7.2

A deterioration, but not significant

11%

6.2

A significant deterioration

5%

5.2

Don't know / Prefer not to answer

9%

7.5

Implemented and future actions

Aylmer sector and Plateau district

In Gatineau's west end, increasing traffic congestion and growing public transit ridership are putting constant pressure on the system.

The STO continues to work on improving the system, with several concrete actions planned:

  • Starting in summer 2018
    • Improved punctuality on routes 59 and 55
  • Starting in fall 2018
    • Added trips and other service improvements
  • By 2020
    • Priority measures on the approaches to the Champlain Bridge
    • Rearrangement of Terrasses de la Chaudière
    • Traffic light priority
  • Within 7 to 10 years
    • Introduction of structuring axes based on the findings of the study of the western part of Gatineau

Objectives and actions for improving customer satisfaction

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.

Some of the measures include:

  • Improving service throughout the area
  • Introducing preferential measures: reserved lanes and traffic light priority
  • Gradual improvement in punctuality through implementation of the operational support and rider information system that will facilitate and improve management of the system
  • Greater availability of schedules in real time, namely through:
    • the Infobus service by phone, text message and m.sto.ca
    • the installation of about 100 variable message signs (VMS) and information displays throughout the city

Indicator

2016 Survey

2017 Survey

2020 Objective

Overall satisfaction

6.5

7.0

7.8

Punctuality at the bus stop

6.2

7.0

7.5

Bus service frequency

5.6

6.3

6.8

Travel time

6.4

7.1

7.6

Information tools

7.0

7.5

7.5

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

Methodology

1,006 Gatineau citizens completed the survey between December 1 and 23, 2017:

  • By telephone (random sample): 828 respondents.
  • By Internet (members of Léger's web panel): 178 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 100 and 281 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 5.8% and 9.8%.

The raw survey data were weighted by the actual distribution of riders in the population based on sector of residence, gender, age and mother tongue, in accordance with 2016 census data.

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2012 Société de transport de l'Outaouais. All rights reserved. The information and data on this site may not be used for business purposes or financial gain without authorization from the STO.