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Site last updated: May 21, 2010

TransLink Commission

info@translinkcommission.org

Under the Act passed in 2007, TransLink must obtain the Commissioner’s approval of its process for undertaking customer satisfaction surveys, and of future amendments to that process.

This page presents an executive summary of the Commission’s Order 08-01 approving TransLink’s process for surveying customer satisfaction

Since its inception in 1999, TransLink has undertaken customer satisfaction surveys: it has proposed for Commission approval the process in place as of the fall of 2008.

Findings

In October and November 2008, a Commission team of three mapped the process, reviewed documents and held discussions with TransLink officials. It found that:

• the process, including the list of questions asked, is similar and comparable to that followed by other transit operators in Canada;
• the survey has seen research and trimming to arrive at a practical coverage of topics with actionable results;
• the survey allows tracking of trends in the various elements which make up customer satisfaction;
• TransLink has engaged a well-reputed outside polling firm to assist with the work;
• TransLink undertakes satisfaction surveys of the services provided by its major operating subsidiaries more frequently than the statutory minimum of one year; and
• the process has the support of senior management: an established reporting cycle brings its output to their attention regularly.

Approval

Overall, the Commission found that the current process is designed with adequate scope, depth and frequency to enable TransLink to solicit and determine its customers’ views, and to act upon them. The Commissioner gave approval of the current process, as described in Commission Order 08-01 (a 15-page pdf file).

Future amendments will require the Commissioner’s prior approval only if they are of a major kind, as defined in Order 08-01.