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My Good Habits. My Bus.

Satisfaction Survey about STO Services (2015)

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 were public transit riders (meaning that they had made at least four trips on the STO system in November 2015).

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 2014 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.

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, which is the same score as in 2014).

  • With scores between 6.6 and 7.2 out of 10, satisfaction is comparable in all sectors of the city. There are no significant differences.

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

All Riders

Aylmer

Buckingham

Gatineau

Hull

Masson-Angers

2014

n=1,002

2015

n=1,000

2014

n=202

2015

n=202

2014

n=162

2015

n=143

2014

n=261

2015

n=258

2014

n=232

2015

n=233

2014

n=145

2015

n=164

The quality of services offered by the STO

7.0 

7.0

7.1

6.9

6.2

6.6

6.9

6.9

7.1

7.2

6.1

6.7 ↑

Satisfaction with service aspects

  • Significant increases were noted in the Buckingham and Masson-Angers sectors.
  • Driver courtesy is still the aspect that receives the highest satisfaction score: 8.0 out of 10.

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

All Riders

Aylmer

Buckingham

Gatineau

Hull

Masson-Angers

2014

n=1,002

2015

n=1,000

2014

n=202

2015

n=202

2014

n=162

2015

n=143

2014

n=261

2015

n=258

2014

n=232

2015

n=233

2014

n=145

2015

n=164

Punctuality at the bus stop

7.3

7.0

7.2

6.8

6.9

6.9

7.6

7.2

7.0

6.9

6.6

6.9

Reliability of connections

6.8

6.8

6.8

6.5

6.3

6.9

6.8

6.7

6.8

7.0

5.7

6.6 ↑

Travel time

6.8

6.9

6.6

6.7

5.3

6.1

6.6

6.9

7.4

7.2

5.8

6.4

Bus service frequency

6.2

6.2

6.0

6.1

6.0

6.1

6.4

6.1

6.2

6.6

5.4

5.1

Bus driver courtesy

8.2

8.0

8.0

7.8

8.3

8.7

8.5

8.2 ↓

8.0

8.0

8.4

8.2

Change in the quality of travel

  • When they compare their experience in November 2015 with the same month in the previous year, 29% of riders feel that their travel on the STO bus system has improved.
  • 52% of riders in the Buckingham and Masson-Angers sectors have seen an improvement.

Overall, when you compare your experience in November 2015 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=1,000

Average Satisfaction Out of 10

n=1,000

Has improved significantly

8%

29%

8.4

Has improved somewhat, but not significantly

21%

7.3

Has stayed the same

50%

 

7.0

Has deteriorated somewhat, but not significantly

7%

12%

5.9

Has deteriorated significantly

5%

4.1

Don't know / Prefer not to answer

9%

 

7.5

Methodology

1,000 STO riders completed the survey between December 5 and 22, 2015:

  • By telephone (random sample): 767 respondents;
  • Online (members of Léger's web panel): 233 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 143 and 258 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 6.1% and 8.2%.

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.

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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.