Annual Report 2016: concrete actions serving our customers

Press release

The STM presented today its 2016 annual report. The report illustrates how the actions undertaken, as part of the company’s strategic shift toward improving the customer experience, have produced results.

Montréal, April 13, 2017 – The Mayor of Montréal, Denis Coderre, the Chairman of the STM Board of Directors,  Philippe Schnobb, and Société de transport de Montréal (STM) Chief executive officer, Luc Tremblay, today presented the transit organization’s annual report for 2016. The report illustrates how the actions undertaken, as part of the company’s strategic shift toward improving the customer experience, have produced results.

« Our administration does much to help advance public transit and conditions are extremely favourable: the various levels of government pledge their support to the cause, development projects are underway, and customers are expressing their appreciation. STM’s positive results hold promise for better years to come for public transportation in Montréal. In fact, I would like to take this opportunity to let you know that the fare freeze announced earlier this year will be maintained. So, no fare adjustments for STM transit in 2017, » stated the Mayor of Montréal, Denis Coderre.

« In 2016, STM took concrete action to improve the customer experience. Whether that was by rolling out AZUR métro cars, acquiring air-conditioned buses, allowing passengers to board buses via all doors or investing massively in universal access and other infrastructure, all of our actions share the same objective: improving the quality of service. The decision to maintain fares at their current levels is also in line with our shift toward the customer, and we are now able to confirm it. Even if customer satisfaction in the past year went up by three points to reach 88% for 2016, we know there is always room for improvement. We have identified several options to further elevate the quality of bus, métro and paratransit services, and we are busy at work on them, » added STM Board Chairman, Philippe Schnobb.

Métro performance
Marked by AZUR trains put into passenger service and STM’s 50th anniversary, the offer of métro service in 2016 stands out with an additional one million kilometers, for an overall 79.3 M km.

At the same time, 97.5% of customers who preferred to use the métro arrived at their destination on time, while the rate of service delivery reached 99.67%.

Despite a public perception marred by a few large-scale events (for example, the repeated service disruptions in November 2013), overall, the number of incidents lasting five minutes or more has declined to 923, making 2016 the third best year for performance by the métro in the last ten years. 

Bus and paratransit performance
In terms of bus service, several measures were implemented to lessen the impacts brought on by major construction sites, especially in the island’s Grand Sud-Ouest area.

Putting 51hybrid buses, of which 44 are air-conditioned, into passenger service, hiring 376 bus drivers and deploying the first backup buses to strategic locations throughout the network, are a few examples of actions that have also helped to improve service.

As for paratransit service, the number of rides grew considerably, with 3.81 million rides, a 5% increase over 2015.

 « The outlook for 2017 is quite positive for transit users, as we are staying on track with improving the transit experience. The year will be marked by the completion of several projects, namely the arrival of 18 new AZUR trains, the ongoing deployment of real-time with iBUS, the additional bus and métro service, the delivery of 107 new, air-conditioned hybrid buses, and the ongoing expansion of the mobile network in another ten stations, » indicated STM Chief executive officer, Luc Tremblay.

Useful links (French only)


Isabelle Tremblay
Affaires publiques - STM
514 350-0800, poste 84940