nfitz
Superstar
I'm getting near a 100% response rate from them, since the policy changes went into effect (the same time they went to extended hours, and started tweeting as @TTCHelps - though you have to make sure you change the "Response Required :" field from the default "For Information Only" to "Yes". Though if you didn't do that, just send an e-mail to ttcfollowup@ttc.ca saying you need a follow-up on that case. Though submitting a second complaint just after noting that you need a follow-up also works.
I have no doubt that customer service, and even upper managment are taking the whole thing seriously. But whether this actually translates to fixing some of the long-standing issues - even the easy ones. Most of my complaints of late have simply been service or replacement service based. I have noticed they are a lot slower to respond when you make the kind of suggest you've made - which is I expect, because they actually need to pass it to someone, and get a response back.
I've also noticed recently that if you question their response (as not actually addressing the issue), they do take the time to get it right the second time.
One historic example of it not working from a couple of years ago, is that I complained a few times in 2009/2010 that the 122 Graydon service 30-minute service at night would run so far ahead of schedule at Don Mills Road eastbound, that it was near impossible to catch (only ever tried when it was pouring with rain ... otherwise I'd just walk 10 minutes to catch a 25). As my office relocated from up there, to downtown in early 2011, I hadn't followed up on it ... but I was shocked to check NextBus the other evening, and saw that the buses up there were all still running 7 minutes ahead of schedule at 9 pm (no wonder I rarely ever caught one even though at the stop 5-6 min early). The fix for this is so easy, and costs nothing. Perhaps I should follow-up with it again with them ... and see if something actually changes this time.
I think there's every indication that they are taking things more seriously. The new customer service panel will hopefully drive some of this as well - but the very fact they've convened it is a good sign; as is the more serious dealing with complaints, and signs they are willing to spend money to improve things, such as washrooms. A long-term culture change is required - but these things never change overnight ... and the direction they are heading is the right one. The question is, how long will it take to get there, and will they stay the course. GO has done very well on this front in the last few years.
I have no doubt that customer service, and even upper managment are taking the whole thing seriously. But whether this actually translates to fixing some of the long-standing issues - even the easy ones. Most of my complaints of late have simply been service or replacement service based. I have noticed they are a lot slower to respond when you make the kind of suggest you've made - which is I expect, because they actually need to pass it to someone, and get a response back.
I've also noticed recently that if you question their response (as not actually addressing the issue), they do take the time to get it right the second time.
One historic example of it not working from a couple of years ago, is that I complained a few times in 2009/2010 that the 122 Graydon service 30-minute service at night would run so far ahead of schedule at Don Mills Road eastbound, that it was near impossible to catch (only ever tried when it was pouring with rain ... otherwise I'd just walk 10 minutes to catch a 25). As my office relocated from up there, to downtown in early 2011, I hadn't followed up on it ... but I was shocked to check NextBus the other evening, and saw that the buses up there were all still running 7 minutes ahead of schedule at 9 pm (no wonder I rarely ever caught one even though at the stop 5-6 min early). The fix for this is so easy, and costs nothing. Perhaps I should follow-up with it again with them ... and see if something actually changes this time.
I think there's every indication that they are taking things more seriously. The new customer service panel will hopefully drive some of this as well - but the very fact they've convened it is a good sign; as is the more serious dealing with complaints, and signs they are willing to spend money to improve things, such as washrooms. A long-term culture change is required - but these things never change overnight ... and the direction they are heading is the right one. The question is, how long will it take to get there, and will they stay the course. GO has done very well on this front in the last few years.
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