Qualitative indicators

Cordiality

Eye contact, a smile, a nod, or a simple greeting. A courteous tone of voice. Attentive listening. Prompt and accurate answers. Customer service is key.

 

TARGET

90%

2016 results

94%


DRIVERS

The driver welcomes the customer with eye contact and a smile, a nod, or a greeting. He or she speaks politely and with a courteous tone, answering their questions or referring them to another source of information.

Specifically

The driver looks at the transit fare presented by the customer. Unless it is physically impossible, he or she pulls over to the curb, allowing the customer to enter or exit the bus without stepping into the street.


Data source: Mystery shoppers.

TICKET BOOTH ATTENDANTS

The ticket booth attendant welcomes the customer with eye contact and a smile, a nod, or a greeting. He or she speaks politely and with a courteous tone, answering their questions or referring them to another information source.

 

Data source: Mystery shoppers.

CALL CENTER EMPLOYEES

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

CALL CENTRE EMPLOYEES

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers.

 

CUSTOMER SERVICE EMPLOYEES

In service centres, employees welcome customers with eye contact and a smile,  a nod, or a simple greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their visit, quickly provide accurate information, conclude the  visit in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers.

CUSTOMER SERVICE EMPLOYEES

In service centres, employees welcome customers with eye contact and a smile,  a nod, or a simple greeting.  Employees use the polite “vous” form in French, allow the customer to explain the reason for their visit, quickly provide accurate information, conclude the visit in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers.

Paratransit services

CALL CENTRE EMPLOYEES

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers.

CUSTOMER SERVICE EMPLOYEES

In service centres, employees welcome customers with eye contact and a smile,  a nod, or a simple greeting.  Employees use the polite “vous” form in French, allow the customer to explain the reason for their visit, quickly provide accurate information, conclude the visit in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers

 

CALL CENTRE EMPLOYEES

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source: Mystery shoppers

Information

The information required to plan trips is available.

TARGET

90%

2016 results

95%


At the bus stop – bus line number or numbers, bus stop code, phone number to obtain bus schedules are provided.

 

Data source:
Mystery shoppers.

  • Outside the bus – the bus line number at the front and side of the bus and the Internet address at the back are provided.
  • Inside the bus – the fare chart, pictograms identifying reserved seating for persons with limited mobility and the wheelchair area are provided.

Data source: Mystery shoppers.

Inside stations – métro system maps are posted on platforms.

Data source: Mystery shoppers.

At ticket booths – fare chart, information about reduced fares, map of métro system are available.
 

Data source: Mystery shoppers.

Aboard métro cars – métro maps and pictograms identifying reserved seating for persons with reduced mobility are provided.

Data source:
Mystery shoppers.

Aboard métro cars – clients are hearing the announcement of the upcoming métro station

Data source: Mystery shoppers

STM-INFO and AUTOBUS automated phone lines are available 24/7.

Data source: Measured by Information Technologies department. 

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