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 Spring Customer Satisfaction Survey

You told us:

  • We need to ensure our trains and buses run on time.
  • We need to improve our communications about train and bus delays .
  • We need to add more parking spaces .

What we are doing:

  • We recently began replacing track switches to provide more reliable readings and to avoid manual checks by the crew.   We also developed a new Preventative Maintenance Program that will proactively adjust, repair, upgrade or replace switches/signals before a failure occurs.

  • 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 .

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.

2015 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

  • We announced plans to build a second track on a five-kilometre section of the Stouffville corridor to bring better transit to residents in Scarborough, Markham and Stouffville. Work will start this spring between Kennedy Road north of Milliken GO Station and Marilyn Avenue just north of Agincourt GO Station. This is the first part of a multi-year project that will expand and improve 17 kilometres of corridor from Scarborough Junction to Unionville GO Station.
  • We developed a new Preventative Maintenance Program that will proactively adjust, repair, upgrade or replace switches/signals before a failure occurs . This program has resulted in the inspection of 74 switches, 50 of which were tuned-up or repaired ahead of the winter season, when snow and ice can result in increased delays.
  • We recently began replacing the switches with proximity sensors to provide more reliable readings and to avoid manual checks by the crew
  • Railway tie replacement will happen in October along the Lakeshore West corridor, to maintain track stability, and to avoid unplanned service disruptions as we enter into the winter season. 

Safety Improvements

  • Our bus drivers participate in a  monthly Safe Driving Program, and have had training in platform and radio etiquette, and accessibility. Mandatory Professional Driver Improvement and SMART Driver training courses will ensure that our drivers continue to provide safe, courteous, and on-time service.

  • To enhance driver and passenger safety, we are installing an Audio Video Recording System (AVRS) on GO Transit buses. The AVRS records video, as well as some audio in order to provide an electronic record of incidents that could threaten the safety of our drivers and passengers. Seven cameras have been installed on each new Low Top Double Decker bus. There is one microphone located in the front area of the bus. Implementation is ongoing.
  • Our Transit Safety team has been educating customers on platform safety at  Union Station.  Operation Be Aware Take Care involves placing three staff members on each of our seven platforms during rush hour.  The staff provides personal safety tips and actively engage with customers to address any questions.

Communication Improvements

  • Over the past year, we have been working together with 11 GTHA transit providers to develop Triplinx, a new online trip planning tool that helps users plan their routes and move more seamlessly across the GTHA.  Triplinx also provides schedule, fare and service information, with future phases adding service alerts and real-time departure information. .
  • Signage plans are being created in collaboration with Stations, CI, and Bus (where necessary) to limit wayfinding issues due to construction.
  • We are working to improve on-board announcements, specifically those pertaining to service disruptions.

Comfort Improvements

  • Two new weekday train trips began on January 3rd: One new morning trip, departing Milton at 8:30 a.m., and making all stops, to arrive at Union Station at 9:30 a.m., and one new evening trip departing Union Station at 3:40 p.m., and making all stops, to arrive in Milton at 4:38 p.m.  Station hours were extended to accommodate the extra train.

  • In Q1, we added new bus trips to meet increasing demand, ease crowding and to provide more options for our Newmarket, Milton and Kitchener customers.  We also made minor changes to some schedules so passengers can plan their day with more convenient trip times. 

  • We added a new weekday eastbound trip that will depart Aldershot GO at 6:30 AM, making all stops to Clarkson GO, then express to Union Station arriving at 7:24 AM.  We also added a new weekday eastbound trip that will depart Bronte GO at 7:27 AM, making all stops to Clarkson GO, then express to Union Station arriving at 8:04 AM

  • On September 8, we added 14 new midday GO Train trips between Mount Pleasant GO and Union Station on weekdays to provide more travel options and flexibility. There were also changes to three morning trips on the Kitchener line. 
  • In 2015/16, we added the following bus trips: 96 new weekday trips, 58 new Saturday trips, and 66 new Sunday trips.
  • GO Bus service to Pearson Airport has been expanded, with half-hour weekday rush hour service from Hamilton GO Centre, Square One, and Richmond Hill Centre.  We have added GO bus service to the new Erin Mills Transitway Station, and to the Burlington Carpool lot. Route 25B and 25F service on Fridays will increase to every half-hour. New route 88 trips will connect Oshawa to Trent University. Route 47 will have three new weekday trips between McMaster University and Erin Mills Transitway Station.
  • We will be putting 67 cab cars (which include driver controls and passenger areas) and 60 regular passenger coaches into service over the next two years to meet growing demand, improve comfort and to support increased service under our 10-year Regional Express Rail (RER) program.  The train cars feature a new, modern exterior, along with a more spacious and welcoming interior.  Interior highlights include: 
    • Seats with improved cushioning/ergonomics that are spaced further apart to make room for luggage
    • Washrooms featuring electric hand dryers and touchless dispensers
    • Additional floor heating to help maintain warmer temperatures during the winter months
    • Improved lighting that is easier on the eyes
  • King City GO Station has 72 new parking spaces, as the West St. lot opened in early October. The lot is connected to the current Station Rd. lot and the new entrance will be on West St. 
  • Bronte GO Station upgrades include expanding the south parking lot by 200 parking spaces, repaving north parking lot, installing a snow melt system on south platform, and repairing south platform canopies.
  • In August, the Bay concourse closed for renovations and upgrades. Which will increase its total size from 40,000 square feet to 61,000 square feet. 
  • A new lot being constructed at Stouffville GO will provide 60 additional parking spaces when completed in spring 2015.  Once construction is complete at Weston GO station, 130 spaces will be added.  The James North GO Station in Hamilton will provide 300 parking spaces when completed in 2015.

Customer Experience Improvements

  • We have expanded the number of stations offering free Wi-Fi to our customers. 22 more locations have been added, for a total of 36 stations.  We are looking at ways to provide even more Wi-Fi access across our system. We’re exploring innovative and creative solutions, and looking at options to provide reliable internet connectivity on our trains in a cost-effective manner. We are also running a 6-month pilot offering Wi-Fi on 10  buses, beginning April 30. Expanding Wi-Fi access helps us provide customers with easy access to information through our GO Mobile App, GO Tracker, the new mobile GO website, and On The GO alerts. This technology is available free of charge through our advertising partner, IMA Outdoor, and their sponsors.

  • The GO-Zipcar partnership that launched in 2014 has been very successful and the program expanded to seven new GO Stations in April, for a total of 13 across the region.  Customers of the program have been growing every month and the partnership has been very popular in regions outside of the downtown core that previously had little to no car sharing 
  • PRESTO machines removed from the Bay concourse have been repositioned in the Bay West Teamway, as well as the York Concourse, to alleviate line-ups at track entrances.

Parking Improvements

In fiscal 2015/16, more than 1200 new parking spaces were added across the system, including more parking at King City, Oshawa, Stouffville, Aldershot, Weston, Bronte, and the Highway 404 and Davis Drive park and ride in Newmarket.

Annual Passenger Charter Reports

Click here for the 2014 Annual Report

Click here for the 2013 Annual Report

Click here for the 2012 Annual Report

Click here for the 2011 Annual Report.

Click here for the 2010 Annual Report