How We're Listening

You have told us you want change; we're listening. Keep reading to see the latest survey results and to learn about some improvements we have made based on your feedback.

Customer Survey Results

From survey results, we learn more about what you think of our service, and where you want us to improve. We are constantly making improvements to our services and programs based on this information. Here are some of our recent survey results:

2015 Communications Survey

Your satisfaction with our communications increased 3% this year, and you are most satisfied with how we communicate schedule and service changes.

You told us:

  • Improving service status information is most important to you.
  • You want more information about construction projects, including how they will impact your commute  .

 

 What we are doing:

  • We have initiated monthly meetings with a focus on improving announcements so you get the information you need on board your train as soon as possible.
  • Signage plans are being created with input from across Metrolinx to better coordinate construction information and make sure our signs give you the information you need .

 

2015 Fall Customer Satisfaction Survey

You told us:

  • We need to improve our communications about train and bus delays.
  • We need to add parking spaces and increase parking enforcement.
  • We need to improve the process for claiming a Service Guarantee refund.

What we are doing:

  • We have initiated monthly meetings with a focus on improving announcements so you get the information you need on board your train as soon as possible.

  • We added over 220 new parking spaces for our customers.  We provided Clarkson GO customers with 150 additional parking spaces and we added 72 parking spots to the King City GO station.  Construction also began on 60 more spaces for King City customers that will be available in the spring of 2016.

  • We improved the online Service Guarantee claim process with a new enhanced interface that gives customers instant feedback if a trip is eligible for a refund.  The new system also allows us to process claims faster.

Let GO Know Surveys

To ensure the initiatives we work on meet your needs, your voice is heard through the Let GO Know online advisory panel. The Let GO Know panel is now over two years old.
Let GO Know by the numbers:

  • Over 50 surveys.
  • 54,000 of responses received.
  • Over 7,180 members.
  • Overall satisfaction with the panel is 75%.
  • Likelihood to recommend is 66%.

To be part of shaping the future of GO Transit,  Join Let GO Know.

2016/17 Improvements

The results from the surveys we conduct give us valuable insight as to where you want us to improve. This information, along with our own performance measurements, help us make improvements and develop new initiatives. Here are some of our recent improvements:

On time Improvements

  • This year we introduced several new programs and enhanced others to improve service reliability. 

    • In June, we reached an agreement-in-principle with CN which involves building a new freight corridor for CN freight traffic. This new corridor will free up capacity on the existing line and allow more GO service from Brampton to Kitchener. 

    • Major signal projects were completed, including crossing safety assessments, and a switch resilience strategy.  These projects will ensure safety and reliability for our switching systems which will help us maintain our target on-time performance.

    • Track maintenance and rehabilitation work is ongoing, as we continually replace ties and strengthen tracks across all corridors.

Safety Improvements

  • For the implementation of platform changes, the presence of Transit Safety Officers and other staff was increased to manage customer volume  and movement on platforms.

  • Several initiatives are underway at Union Station and across the system to ensure we provide customers with the highest level of safety.

  • Our Transit Safety team educated customers on platform safety at Union Station with Operation Be Aware Take Care.  The program involved placing three staff members on each of our seven platforms during rush hour where they provided personal safety tips and actively engaged with customers to address any questions.

Communication Improvements

  • In October, plans were announced to install a sign on the QEW near Appleby GO station displaying next-trip information for GO Trains at that station. The information factors in driving to the station, parking, and catching the next available train.  The pilot will expand to Bronte and Oakville GO stations, and will then show travel time comparisons for GO train and highway trips. These signs will promote GO transit as an alternative to help manage congestion for commuters and get drivers thinking about transit when they're driving on the highway.

  • We are implementing automated announcements and messages on GO trains to provide new ways to keep customers in the know and to make travelling on GO easier.

  • Digital signs are being installed on all accessibility coaches. The first coach with the new signs went into passenger service in November, with the work continuing through 2017.

Comfort Improvements

  • In response to customer demand and increased ridership on the Richmond Hill corridor, we added one peak afternoon trip in June.  This trip provides over 1,500 more seats for customers each day and gives them an additional evening rush-hour option.

  • GO bus service was the subject of three major expansion announcements, introducing new service to Brantford and Cambridge, and expanding express bus service to Kitchener. GO will introduce 44 new bus trips between downtown Brantford and Aldershot GO station, along with 12 new trips from downtown Cambridge to Milton GO station.

  • We added two new GO train trips to the Milton corridor. One peak morning eastbound and one peak afternoon westbound trip began in the fall.  These trips provide over 1,500 more seats in each direction and give customers additional travel options and a faster alternative to driving.

  • The Province and Metrolinx announced that twelve new GO train stations will be built in the GTHA,  and a 20-kilometre extension of the Lakeshore East line from Oshawa to Bowmanville, with four new GO train stations, will be constructed.  Plans were also announced to build another three new GO stations on the Barrie line, in Vaughan, Newmarket, and Innisfil.

  • In June, we announced new weekday rail service between Hamilton and Niagara Falls.  The Niagara Falls GO rail extension will operate on 60 kilometres of track between the future Confederation GO station in Hamilton and Niagara Falls.  Construction on the new Confederation GO station is expected to start in 2017, with completion expected in 2019.  The extension will also include three other station.

Customer Experience Improvements

  • New fully accessible, low-floor, low-height double-decker buses went into service in July. The introduction of these new buses means that they will be able to access four major terminals (Hamilton, Yorkdale, York Mills, and the Union Station Bus Terminal) that are not currently served by double-decker buses due to height restrictions. 

  • We opened a new station building at Square One Bus Terminal to better serve customers and meet growing demand.  Improvements include a new, modern, accessibly designed terminal building and three new Ticket Vending Machines.  These improvements will help us provide a better customer experience at our second-busiest bus facility.

Parking Improvements

  • To meet the needs of customers on the Kitchener corridor, we have added 223 new parking spaces at Mount Pleasant GO station.
  • New multi-level parking structures will be constructed to help address the parking demands at Maple and Rutherford GO stations. These structures will provide more than 1,200 spaces at each location. Construction will begin in 2018 at both locations.
  • Construction will begin this fall to add over 250 parking spaces at the Streetsville GO station, bringing the total number of available spaces to more than 1,700.  Construction is expected to be completed in early 2018. 
  • Approximately 130 new spaces will be added to Square One Bus Terminal, bringing the total number of available spaces to more than 330. Completion is expected next spring.
  • In July, we opened 200 spaces at Mount Joy  GO station.
  • We added almost 70 new parking spaces at 55 Station Rd, which is just a short walk from the King City GO station.  Instead of asphalt, we used interlocking concrete pavers, which are better for the environment.  Any rain water run-off and pollution is now filtered by the crushed gravel which encourages tree growth around the lot.  The pavers also reduce the pooling/icing of water which results in less salt use in the winter.

 

Annual Passenger Charter Reports

 

Click here for the 2015/16 Annual Report

Click here for the 2014/15 Annual Report

Click here for the 2013/14 Annual Report

Click here for the 2012/13 Annual Report

Click here for the 2011/12 Annual Report.

Click here for the 2010/11 Annual Report