Make a difference to the future of public transit
My voice my STM is a panel of over 30,000 customers who answer surveys on topics such as our major projects, trial initiatives and service quality. By sharing their opinion, our panelists make a real difference in Montréal public transit. Join them today!
Using exploratory walks to understand our customers
Investigating safety in the métro
For the past few months, we’ve been gathering feedback from some of our panelists in a fun new way: exploratory walks.
We invited about a dozen My voice my STM panelists with different customer profiles to visit eight downtown métro stations and tell us how they felt being in each location. The participants were accompanied by a researcher who recorded their comments.
Thanks to the feedback we received, we can now map out the safety risk factors at certain stations in our network and address them.
Inès (right), a 17-year-old CEGEP student and STM customer, describes her travel experience to a staff member. Inès was invited to walk around the interior and exterior of Lionel-Groulx station, among others. She gave us a few examples of blind spots that she felt hindered visibility and identified times of the day and evening when she might feel less safe there.
Did you know?
Every year, we hold draws to award prizes to some of our many My voice my STM panelists.
Sign up now and create a profile to be entered automatically in a draw to win one of two quarterly $300 prizes.
Each survey you complete will then earn you a chance to win one of two $200 monthly prizes.
Sign-up contest (300$)
Carole Anne Gascon, Montréal
The Hong An Nguyen, Montréal
Nicole Soumis, Montréal
Alex Dunn, Montréal
Solen Rios, Montréal
Karla Monserrat Garcia Alvarez, Montréal
Anne-Sophie Boucher-Goyette, Montréal
Gabriel Barrière, Montréal
Survey contest (200$)
Jason Domingo – Montréal
Réjean Duval - Montréal
Suzanne Nault – Montréal
Chantal Raymond - Montréal
Félix Lamontagne – Montréal
Dominic Denis - Montréal
Lorraine Goyette – Montréal
Hélène Lacoste - Montréal
Lyne Desjardins - Montréal
Gaetane Fontaine - Montréal
Giovanna Sebastiani - Montréal
Francis Plouffe - Montréal
Richard Obidniak, Montréal
Nadie Emond, Montréal
Clifford Jonatas, Montréal
Sophie Courchesne, Montréal
Kate Taylor, Montréal
Francine Landry, Montréal
Réal Cliche, Montréal
Suzanne Bolduc, Côte-Saint-Luc
My Son, Montréal
Carole Philibien, Montréal
Olivier Deraiche, Montréal
Zoé Cappe, Montréal
Over 5,000 new panelists have joined My voice my STM since January 2023.
On average, each panelist is invited to complete eight surveys per year, with over 19,000 people taking part in at least one survey in 2023.
The feedback helps us improve public transit in Montréal and take action.
There are two contests to reward those who take part in My voice my STM. The first is held every three (3) months and is for new panel members and consists of a draw, among them, for two prizes worth $300 (see the contest rules here).
The second one takes place each month and aims to reward those who answered surveys and consists of a draw for two prizes, each worth $200. Each completed survey earns you an additional entry in the draw (see the contest rules here).
You can take part in our surveys in two ways: by email or by text message.
For the past two years, we’ve given panelists the option of receiving our surveys via text message. 700 active panelists chose this option in 2023.
Here’s how to subscribe to text message invites:
If you’re already a panelist, email your request to firstname.lastname@example.org.
If you’d like to become a panelist, sign up here and choose to receive our invitations by text message.
Your opinion makes a big difference
Your feedback, along with that of all the STM customers who respond to our surveys or contact us, sparks discussions, projects and action plans on our end. Our goal is to turn data into action.
We’re here to listen. Your concerns are our concerns, and we’re committed to improving your experience with us.
Here are examples of some recent STM projects benefitted from panelist feedback.
Making sure our buses run on time is key to ensuring STM customer satisfaction. To improve our understanding of this issue, we asked for your feedback to get a better handle on your expectations. Your answers were used as part of a broader analysis program involving several STM teams. Our goal was to get the full picture of this important issue. We’ll continue to analyze your feedback into 2024 as we explore various solutions to improve your experience. We’ll keep you informed of the progress.
Awhile ago, you told us that bus frequency was the most important service factor for the bus network. We listened to you and launched a project to redesign our entire network of bus routes. We then asked for your feedback on a number of issues, one of them being the need to rethink our bus-line categories to help you recognize them more quickly and plan your trips more effectively.
In October 2023, we introduced our all-day and rush-hour high-frequency lines. At the STM, we rarely act without first consulting our customers, and this was no exception. In fact, more than 4,000 My voice my STM panelists responded to our survey, expressing their attachment to their bus numbers and their support for the idea of using colours to identify the different lines. Working from that idea, we came up with a winning proposal: 31 high‑frequency bus lines with purple signage that makes them easy to spot. Nice work, team!
Much like on-time bus service, métro service disruptions are a major concern for our customers. Through focus groups and surveys, you told us how disruptions affect your experience. Rest assured: those concerns were heard. The STM is currently working on ways to improve and optimize the métro service. It’s still a work in progress, but we’re moving forward!
Safety on our networks
Every day, members of the My voice my STM community share their feelings about safety on the bus and métro networks. Whether it’s service disruptions, overcrowding or any other situation, we want to know what affects your sense of safety. We go over your feedback each month to better target our ongoing efforts to improve your sense of safety on our networks. Thank you for always helping us identify what makes you feel unsafe—and what makes you feel comfortable—during your trips.
You helped us deepen our understanding of this societal issue within the STM network through a study conducted in 2022. As a result, we were able to take action. In partnership with the City of Montréal and the SPVM, we launched an awareness campaign to encourage bystanders to intervene. The campaign was rolled out in the city and across our network between June and September 2023. Thank you for your help with this project.
We know that safety is an integral part of your STM experience. So we tried a new, hands-on approach with nearly twenty STM customers. We followed them on their trips on the métro network to better understand their feelings, fears and reactions. The information gathered will help us make some changes, most notably by hiring security staff and modifying the layout of our facilities. We take safety seriously at the STM!
We monitor the cleanliness of buses, métros and paratransit on an ongoing basis. Every day, we ask My voice my STM panelists to share their opinions on the cleanliness of our facilities and vehicles. This feedback allows us to better target problem areas and quickly implement solutions to make the environment more pleasant. We look forward to keeping up this work.
Did you happen to ride the métro from one of Laval’s stations in early June? If you did, you may have spotted STM employees cleaning the métro cars. When the customers were on board, interviewers asked them about their perception of cleanliness inside the cars and how they felt during the test.
This initiative allowed us to test an entirely new way of cleaning métro cars: at the start of the line and with customers on board. Thanks to you, the test proved to be a real success! Once again, the STM and its customers worked hand-in-hand to make the network even better.
With your help, the STM was able to do much more than what we’ve described above.
Throughout 2023, several other studies were conducted to make public transit even more accessible and attractive in Montréal.
We value your feedback. Together, we can help the STM to keep on being a leader in sustainable mobility.
Constantly improving our survey accessibility
Several improvements have made our survey platform even more accessible, and we are continuously working to improve it.
My voice my STM is a research and survey panel made up of STM bus and métro network customers who volunteered to share their opinions on a number of subjects pertaining to public transportation in the Montréal area.
STM customers of the bus and métro network who register as members of the panel are given the opportunity to share their experiences and opinions about different aspects of public transportation and thereby help to improve STM services and shape the future of public transit. By becoming a member of the My voice my STM panel and answering surveys, customers can also win prizes.
Simply click on « Sign up », then fill out the online registration form, where you will be asked to provide information about your STM customer profile. After, you will receive an email to validate your registration.
The My voice my STM panel is open to all customers who ride STM public transit and who agree to answer surveys. Such customers must have an email address.
You will be invited to answer surveys once or twice a month, depending on your customer profile and STM needs.
Survey subjects are always about public transportation and the STM. For example, your level of satisfaction with bus and métro service, your opinion about the latest promotional campaign, your universal accessibility needs or your reaction to a new service the STM is planning on providing to STM bus and métro services.
You can take part in My voice my STM as long as you like and you can also quit at any time by simply clicking on the “Cancel your subscription” link found at the bottom of any of our email communications.
Each survey is different but, on average, it should take you about 5 minutes.
The surveys will usually be available for five open days, depending on the situation.
Depending on your email provider and your personal email settings, some emails sent from an automated system may be diverted directly into your Junk Mail folder. Please check your Junk Mail folder for our email. To avoid this situation, you can add our email address to your safe sender list, safe recipient list, white list (different names are used in different email programs) or to your address book.
If you have checked your Junk Mail folder and have not been able to find a copy of your Confirmation email, please contact us at this address: email@example.com
You can click on the “Cancel your subscription” link found at the bottom of any of our email communications, and follow the instructions on screen to complete the process. Once you have completed this action, you will be immediately removed from the panel.
You can contact the My voice my STM team by writing to: firstname.lastname@example.org
Please specify your question or comment in detail, so we can understand the issue and find a solution. For example, please include:
- A copy of any error messages
- A copy of the question you have trouble with
- A description of the problem you have with the question
- The browser you are using (ex. Chrome, Firefox, Edge, etc.)
- If your answer to a question is not accepted, please include the exact answer you are trying to enter