My Alerts The STM was recently recognized as one of the major companies in Québec that provide the best customer experience, while the satisfaction level of its customers rose significantly.
The STM was recently recognized as one of the major companies in Québec that provide the best customer experience, while the satisfaction level of its customers rose significantly.
The STM ranks first
An article featured in the October 11 issue of Les Affaires unveiled a list of major Québec companies that were champions of all-around, 360 customer service, at every point of contact with customers: business locations, over the telephone, social media and the internet. Only three corporations got a perfect score (100%) of 360 out of 360: Aldo, the SAQ and the STM, which made journalist Dominique Froment designate them as all-around champions.
Marketing research group L’Observateur was chosen to evaluate Québec’s 100 largest companies, during the month of August, by assessing all aspects of their customer service.
The STM is quite pleased with this recognition and shares it with all its employees, as they work to provide quality customer service every day.
Customer satisfaction on the rise
Overall customer satisfaction level is now at 88%, only one percentage point away from the historic level of 89% set in 2011.
To measure the satisfaction of its customers, the STM mandates an outside firm to conduct a telephone survey among transit users. The firm uses a random sampling method and results are then weighted according to the actual makeup of STM’s customer base, thereby ensuring that data is more representative.
This type of survey has been around for nearly 10 years, but since 2010, it has been carried out continuously throughout the year, with nearly 75 surveys a week, for a total of 4,500 respondents a year. People surveyed are customers who use STM services at least four times a month.