Skip to content
My Good Habits. My Bus.

Satisfaction Survey about STO Services (2014)

The satisfaction survey about STO services was conducted by Léger Marketing among Gatineau residents aged 18 and over who were public transit riders (having made at least four trips on the STO system in November 2014).

This survey is part of a continuous satisfaction assessment that the Société de transport de l'Outaouais (STO) has been carrying out every fall since 2008. The purpose is to measure rider perception of actions taken by the STO throughout the entire system.

The STO wanted to continue the effort this year with a rider survey regarding the use of and satisfaction with the public transit services offered one year after the launch of the Rapibus. An initial survey was done a few weeks after the system officially began operation in October 2013.

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

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

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 surveys conducted in 2012 and 2013 have been made. The up arrow (é) indicates a score that is statistically higher than the results of the previous survey, whereas the down arrow (ê) indicates a score that is statistically lower.

Highlights

Satisfaction with the quality of services offered

  • The STO received a satisfactory score for the quality of services offered in general (7 out of 10, or a significant increase over 2013, which was 6.4 out of 10).
  • Satisfaction varies between 6.1 and 7.1 depending on the city sector.

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

All Riders

Aylmer

Buckingham

Gatineau

Hull

Masson-Angers

2013

n = 1 000

2014

n = 1 002

2013

n = 193

2014

n = 202

2013

n = 200

2014

n = 162

2013

n = 225

2014

n = 261

2013

n = 221

2014

n = 232

2013

n = 161

2014

n = 145

 

The quality of services offered by the STO

 

6,4

7,0

6,5

7,1

5,3

6,2

6,0

6,9

6,8

7,1

6,1

6,1

Satisfaction with service aspects

  • Rider satisfaction has improved for each of the services asses
  • The The increases in satisfaction are particularly significant in the Buckingham and Gatineau sectors.
  • Driver courtesy is still the aspect that receives the highest satisfaction score: 8.2 out of 10, which represents a significant increase over 2013. This is also the highest score that the STO has received in the annual surveys since 2008.

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

All Riders

Aylmer

Buckingham

Gatineau

Hull

Masson-Angers

2013

n = 1 000

2014

n = 1 002

2013

n = 193

2014

n = 202

2013

n = 200

2014

n = 162

2013

n = 225

2014

n = 261

2013

n = 221

2014

n = 232

2013

n = 161

2014

n = 145

Punctuality at the bus stop

6,7

7,3

6,7

7,2

5,9

6,9

6,7

7,6

6,7

7,0

6,5

6,6

Reliability of connections

6,2

6,8

6,5

6,8

5,4

6,3

6,1

6,8

6,4

6,8

5,6

5,7

Travel time

6,2

6,8

6,3

6,6

4,2

5,3

5,8

6,6

6,8

7,4

4,7

5,8

Bus driver courtesy

8,0

8,2

7,9

8,0

8,2

8,3

8,0

8,5

7,9

8,0

8,2

8,4

Progress in the quality of travel – across all sectors

  • When they compare their experience in November 2014 with the same month in the previous year, almost one third of riders feel that their travel on the STO bus system has improved.
  • These riders show a high average satisfaction score, or 8.3 for those who feel that the quality of their travel has improved significantly, and 7.3 for those who feel it has improved somewhat.
  • 16% of riders, or half as many, feel that quality has deteriorated.

Overall, when you compare your experience in November 2014 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 = 1002

Average Overall Satisfaction Out of 10

n = 1002

Has improved significantly

10 %

32 %

8,3

Has improved somewhat, but not significantly

2 %

7,3

Has stayed the same

42 %

 

7,1

Has deteriorated somewhat, but not significantly

10 %

16 %

6,2

Has deteriorated significantly

6 %

5,8

Don't know / Prefer not to answer

10 %

 

7,7

Image of the STO

Close to three quarters of riders (74%) said they had a very (15%) or quite (59%) positive opinion of the STO. The overall opinion of the STO is not as high as it was before the Rapibus service started (80% in April 2013). However, note that this statement was not assessed in the previous survey in December 2013.

Satisfaction with STO involvement

Two thirds (66%) of riders living in the Buckingham, Gatineau and Masson-Angers sectors are satisfied with the way the STO has been involved in trying to find solutions and continuously improving its services during the first year of the Rapibus.

Improvement efforts

Regarding rider satisfaction, if the STO had to prioritize its actions to increase the overall satisfaction of its passengers throughout the system, it should continue to focus on:

  • The reliability of connections;
  • Travel time.

Methodology

1,002 STO riders completed the survey between December 5 and 22, 2014:

  • By telephone (random sample): 739 respondents
  • By Internet (members of Léger's web panel): 263 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 145 and 261 interviews were conducted in each sector, 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 6.1% and 8.1%.

The total results were weighted by the actual distribution of the population based on sector of residence, gender, age and mother tongue, in accordance with 2011 census data.

Reference documents

See:

©

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.