Ridership in 2016 was at an all time high. TransLink’s service area covers more than 1,800 square kilometres. That means that over 90% of the region’s population either lives or works within walking distance of transit.
Do you like numbers and facts like that? Well then, I’d like to introduce you to the TransLink Accountability Centre.
This is your one-stop-shop for the TransLink “big” picture as we focus on a system that is customer-focused as well as being financially and environmentally sustainable.
Regional Snapshot – what we do and where we go, including cycling infrastructure and the Major Road Network.
Performance Dashboard – performance indicators in six categories; Ridership, Customer Satisfaction, Safety and Security, Service Quality, Efficiency, Environment.
Transparency – links to our corporate reports, meetings and Freedom of Information requests.
Our mandate is to get you where you need to go in a safe and efficient manner on buses and by rail and sea. We also know the importance of monitoring our services and examine how we can strive to be better delivering our service and more transparent to our riders.
This is version 1.0 of the centre and we’ll be improving as we go.
So, how can we make it better? What numbers and other items would you like to see?
Leave a comment and let us know because we want to make it as good as we can for you, our customers!
Among many things, the Commissioner is responsible for approving of TransLink’s customer complaints processes, and today he made an announcement stating that he’s approving of those processes, with a few conditions attached.
Overall, the Commissioner found that TransLink’s current customer survey process enables TransLink to gather meaningful customer feedback and input, and act on it. Mr. Crilly’s approval order also notes that TransLink conducts customer satisfaction surveys more frequently than the statutory minimum of one year, and that its survey process compares favourably with other Canadian transit operators.
The Commissioner’s approval of the current customer complaints process is conditional on TransLink demonstrating over the coming year that it is identifying patterns and trends in customer complaints, reporting them to its respective Boards, and tracking progress in addressing the causes of complaints.