Transit experience for customers

Improving transit through tangible actions

In 2015, we undertook a strategic shift, focusing on improving the transit experience for customers. To ensure that we live up to that commitment, we closely monitor key performance indicators, as they are a reflection of your public transit experience.

Some indicators are published annually, while others are available every month. We will be adding others on a regular basis for even greater transparency.

Qualitative indicators

Overall satisfaction

Overall satisfaction hit 88% in 2016, a 3-point gain over 2015.

Transit users are especially appreciative of information provided while they are on the move, safety throughout the transit system and the courtesy of bus drivers.

Cordiality and quality information

In order to measure our performance through these indicators, we use mystery customers. These evaluations cover the quality of information needed to carry out a transit ride, as well as how customers are treated by the numerous transit employees they encounter. Here are the results for 2016.


Were you given a polite welcome? Eye contact, a greeting or even a smile, these small attentions can make a world of difference to your overall experience with public transit.

The mystery customers rate us 94%.


When you are on the move, is the information provided at your bus stop, inside our vehicles or on train platforms readily available and accurate?

The mystery customers rate us 95%.

Read more about cordiality and information

Operational indicators

Our operational indicators track our performance: these numbers speak to our ability to take you to your destination. Delivering service as promised is basic to a positive customer experience.

Below are four key indicators that are tracked regularly and published annually. Here are the numbers for 2016.

Operational indicators - 2016
Métro Bus
Customers on time (reliability): 97.5%
Punctuality: 81.5%
Delivery of planned service: 99.67%
Delivery of planned service: 99.4%

Métro service disruptions

NEW! Each month, we will present statistics regarding the number of service interruptions and their impact on transit users.

Read more about service disruptions

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