Thank You
On August 23 the Customer Service Advisory Panel released their final report, containing 78 recommendations to improve overall customer service at the TTC. Throughout their six-month tenure, members of the volunteer Customer Service Advisory Panel solicited feedback from transit users and employees, examined the TTC’s operations, and performed research and analysis to better understand the organization’s challenges in providing world-class customer service.
On the day of the report’s release, members of the Toronto Transit Commission voted to endorse the panel’s recommendations in principle and also directed the TTC Chief General Manager to begin the process of hiring a chief customer service officer. The commissioners will report back on a plan of action for the report’s remaining recommendations at the September 30 commission meeting.
From the panel:
The members of the panel would truly like to thank the thousands of riders and employees who provided feedback and suggestions to help improve customer service at the TTC. The insight proved valuable and much of it is reflected in the panel’s final recommendations. We appreciate you taking the time to share your thoughts with us.
Members of the panel would also like to thank the numerous employees of the TTC who willingly accommodated requests from members of the panel for insight and information pertaining to the TTC’s operating structures, which helped us gain a thorough understanding of how good customer service can fit in to such a massive and complex organization. Without the efforts of these employees, we would not have been able to provide as such a high number of relevant recommendations to foster an improved customer service culture at the TTC.
Once again, thank you to all who helped us undertake this first step toward improving customer service at the TTC. We look forward to further news from the commission on this matter.
- The Customer Service Advisory Panel