May 21, 2009

YRT/Viva customer survey results show high service satisfaction


Survey results highlight areas of success and opportunities for improvement


NEWMARKET – York Regional Council today received a report on the results of the 2008 York Region Transit (YRT)/Viva Customer Satisfaction Survey.  Results show that nine out of 10 Viva riders and seven out of 10 YRT riders rate service good, very good or excellent.


“Providing a modern, efficient, high-quality transit system for our residents is a top priority for our Region,” said York Region Chairman and CEO Bill Fisch.  “We’re pleased to see that our ridership is satisfied and growing and we will use these results to make further enhancements to our YRT/Viva services.”


Highlights of 2008 survey results include:


YRT (% satisfaction)

Viva (% satisfaction)

Condition of vehicles



Drivers drive safely



Knowledgeable drivers



Friendly and helpful drivers



Route coverage area




YRT/Viva conducts a system-wide Customer Satisfaction Survey every two years to gauge public satisfaction of services and identify areas of potential improvement.  In 2008, a total of 7,040 surveys were administered by a third-party agency, Advitek Inc.  Environics Research Group was hired to analyze the results.


“The YRT/Viva Customer Satisfaction Survey gives riders a voice in the growth and development of their transit service,” said City of Vaughan Regional Councillor Joyce Frustaglio, Chair of the Region’s Transit Committee.  “I thank riders for providing us with this valuable input that will direct our future service improvements.”


In addition to highlighting areas of success and higher satisfaction, the customer satisfaction survey also identifies areas for potential improvement.  Areas demonstrating lower percentages of satisfaction in the 2008 survey results include frequency of service, bus stop lighting and service operation hours.  YRT staff  will use the results of the 2008 survey to form a prioritized list of recommended improvements. 


Since amalgamation of transit services in 2001, YRT/Viva revenue service hours have increased from 350,000 to almost 1.2 million by the end of 2008, an average increase of almost 20 per cent per year.  More than 120 YRT/Viva routes keep residents connected within York Region, as well as with connecting services in the City of Toronto and the Region of Peel.  More than 19 million riders used YRT/Viva services in 2008, with an average of 90,000 boardings made each weekday.


For more information about YRT/Viva services, please visit the YRT/Viva website at or call the Customer Service Centre at 1-866-MOVE-YRT (668-3978). 


For more information on The Regional Municipality of York, please visit


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Media Contact:         Kim MacGillivray, Communications Specialist, York Region
                                  Phone:  905 830-4444, Ext. 1209 or Cell: 905 251-6412
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