2015 annual report : moving toward customer experience excellence
The Société de transport de Montréal (STM) released its 2015 Annual Report, which marks its strategic shift to customer experience excellence.
Montréal, April 7, 2016 – The Société de transport de Montréal (STM) released its 2015 Annual Report, which marks its strategic shift to customer experience excellence.
“The year 2015 marked the beginning of a new cycle, putting improvement of the customer experience at the core of our actions,” said Philippe Schnobb, Chair of the Board of Directors. “This shift is based on a clear improvement of the STM’s capacity to deliver the scheduled service promised to the customers and on massive investments in infrastructure maintenance.”
The STM performed well in 2015, while ensuring the delivery of service during major renovations of its infrastructure. In addition, for a third consecutive year, the STM maintained the growth of adapted transport, despite a cap on specific funding.
The metro, which is undergoing a rejuvenation, succeeded in maintaining a good performance level:
- the service offered increased by 600,000 km to reach 78.3 million km;
- 97.7% of the customers who chose the metro reached their destination on time.
Different factors, such as traffic congestion, a harsh winter and reliability, disrupted delivery of bus service. However, measures were taken in 2015 to remedy the situation, such as hiring 230 drivers and commissioning mobile maintenance units. Thus,
- the scheduled service was delivered in a proportion of 99.1%;
- punctuality of buses declined by 0.6% to 82.3%.
Adapted transport once again increased its trips significantly, with 3.6 million trips, up 4.9% from 2014, for 28,885 registered customers.
The STM stabilized its ridership at 413.3 million trips, down less than 1%, or 0.9%, from 2014. Ridership stabilization is a regional and Canadian trend that is mainly explained by:
- the more difficult economic conditions;
- the variety and accessibility of alternative modes of mobility;
- more affordable access to a car (including the reduction in the cost of gasoline);
- a very harsh winter that limited delivery of the service.
“Our strategic change of direction, which began in 2015, encouraged us to prioritize delivery of scheduled service to the customers, which will be measured by two main objectives: the percentage of customers who arrived on time (for the metro service) and the percentage of service delivered (for the bus system). Thus, the key to success is no longer only based on ridership, but is directed more to the customer experience,” pointed out the Director General of the STM, Luc Tremblay.
Already conclusive results
The STM’s choices are already showing results. For January and February 2016, the STM had its best performance in the past five years, with 97.6% of the customers arriving on time with the metro service and a bus service delivery rate of 99.5%.
Continuing its efforts to improve the customer experience, the STM expects, in 2016, to add one million kilometres of metro service and 45,000 hours of bus service.
Useful links (French only)
- Faits saillants du Rapport annuel 2015 de la STM
- Rapport annuel 2015 de la STM (version PDF) et Virtual Paper : http://www.myvirtualpaper.com/doc/stm/rapport-annuel2015-stm/2016040601/#0