|
|
|
TTC: Customer Service
- Thread starter Dan416
- Start date
Tulse
Senior Member
OK, "TTC employees paid to sit on their butts and watch porn all day".
nfitz
Superstar
This footage always seems to come from quite busy Tube stations and/or peak periods. At the same time, you do encounter unstaffed (scheduled, rather than simply having the collector gone with a back-in-5 notice) Tube stations, which you don't tend to see in Toronto.
Even a relatively busy station like Russell Square - http://www.tfl.gov.uk/gettingaround/stations/1000200.aspx is only staffed until 9:30 pm while quieter stations are only staffed for peak, if at all.
ticky
Active Member
The difference being is that here you need always need to have a staff member for fare collection/enforcement.
unimaginative2
Senior Member
Why? There are lots of Metrocard- and token-only entrances. If we had vending machines that aren't out of the 1940s, they could be even easier.
W. K. Lis
Superstar
There's a new website from the TTC on Modernizing the TTC, at this link.
One section has a Daily Customer Service Report, at this link. The numbers seem to be a couple of months late. Hopefully, they'll update them more sooner.
You could bookmark them for reference purposes.
One section has a Daily Customer Service Report, at this link. The numbers seem to be a couple of months late. Hopefully, they'll update them more sooner.
You could bookmark them for reference purposes.
Last edited:
W. K. Lis
Superstar
RocketAppliances
Active Member
This should be interesting...
TTC customer complaints over past 10 years to be reviewed by Ryerson
Aim of review is to find areas of improvement, spot trends
The TTC has asked a pair of Ryerson University academics to review a decade's worth of customer feedback in order to better understand its ridership's grievances.
The transit body has asked Roy Morley and Murtaza Haider to examine as many as 300,000 incident records to track patterns from complaints and suggestions lodged by customers dating back to 2002....
http://www.insidetoronto.com/news/local/article/1375543--ttc-customer-complaints-over-past-10-years-to-be-reviewed-by-ryerson
TTC customer complaints over past 10 years to be reviewed by Ryerson
Aim of review is to find areas of improvement, spot trends
The TTC has asked a pair of Ryerson University academics to review a decade's worth of customer feedback in order to better understand its ridership's grievances.
The transit body has asked Roy Morley and Murtaza Haider to examine as many as 300,000 incident records to track patterns from complaints and suggestions lodged by customers dating back to 2002....
http://www.insidetoronto.com/news/local/article/1375543--ttc-customer-complaints-over-past-10-years-to-be-reviewed-by-ryerson
Ed Drass
Active Member
Looking forward to the findings. I recall interviewing TTC reps on whether customers had faith in the complaint process. I was told they never did a satisfaction study of people making complaints. Why? Because they did not get complaints about the process itself.
No recollection of whether I was too stunned to then ask whether someone who has reduced faith in lodging a complaint would bother...
-ed
No recollection of whether I was too stunned to then ask whether someone who has reduced faith in lodging a complaint would bother...
-ed
nfitz
Superstar
That seems odd, given how many complaints I made on-line about the complaint process. Surely, I was not the only one.
AlvinofDiaspar
Moderator
Instead of studying the existing complaints data, which might already be subjected to selection effects - perhaps they should move to an end-to-end mystery shopper approach, inclusive of the use of the complaint process. Who really cares about what happened 10 years ago (of course, the cynical side of me would say that's exactly why they wanted to study it - just to be able to say things have changed now).
AoD
AoD
Last edited:
TTC has done quite a bit of mystery shopping in the past little while (I do the odd shop on the side).
AlvinofDiaspar
Moderator
PL:
Nice! It doesn't extend into complaints process, does it?
AoD
Nice! It doesn't extend into complaints process, does it?
AoD
The part I was involved in was reporting back on customer service on specific routes (there were lots of them -- bus and streetcar) over a period of a couple of months. There were questions re drivers, accuracy of ETA signs, wait times, cleanliness, etc.
Ed Drass
Active Member
Ticket number 75737
So, deciding to again test the TTC's online complaint form, I submitted a suggestion on June 18 regarding crowd flow at College station.
The subsequent page gave me "Reference Number #75737". No response yet. I tweeted to Chris Upfold later that years of experience has left me with low expectations of this process of communicating via ttc.ca.
Still of note is the apparent lack of desire on ttc.ca to solicit feedback/corrections about the site itself. The online form is geared to vehicle and service issues.
-Ed
PS: Got my eye on this old thread: http://urbantoronto.ca/forum/showth...TC.ca-Route-Schedules-(Official-Thread)/page2
So, deciding to again test the TTC's online complaint form, I submitted a suggestion on June 18 regarding crowd flow at College station.
The subsequent page gave me "Reference Number #75737". No response yet. I tweeted to Chris Upfold later that years of experience has left me with low expectations of this process of communicating via ttc.ca.
Still of note is the apparent lack of desire on ttc.ca to solicit feedback/corrections about the site itself. The online form is geared to vehicle and service issues.
-Ed
PS: Got my eye on this old thread: http://urbantoronto.ca/forum/showth...TC.ca-Route-Schedules-(Official-Thread)/page2