Our Commitment to Quality – Putting Customers First
We are committed to constantly improving how we do things to better meet your public transit needs. That’s what we call our quality commitment.
To do this, we painstakingly assess our services using precise performance indicators, which we established based on your needs and expectations. We strive to quickly find solutions to problems you identify.
We conduct surveys with many users every year. In addition, we arbitrarily select mystery riders who travel the entire network. And since 2014, RTC employees have been riding the buses to understand the user experience. All these assessment methods have helped us gain a better understanding of your realities so we can improve the quality of public transit in Quebec City.
Quality Surveys
Three times a year, we put out an online survey to assess our performance criteria.
Critères qualité | February 2017 | July 2017 | November 2017 | February 2018 | August 2018 | February 2019 | August | November 2019 | February 2020 | August 2020 | November |
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Bus reliability | 96% | 96% | 96% | 93% | 96% | 95% | 95% | 92% | 92% | 91% | 91% |
Customer service | 93% | 92% | 93% | 90% | 94% | 93% | 93% | 93% | 95% | 89% | 93% |
Bus cleanliness | 78% | 84% | 85% | 73% | 79% | 78% | 79% | 80% | 72% | 71% | 78% |
Clarity of information | 89% | 88% | 88% | 87% | 91% | 88% | 87% | 85% | 86% | 90% | 90% |
Network cleanliness | 76% | 84% | 84% | 76% | 84% | 77% | 82% | 81% | 78% | 69% | 81% |
Safe driving | 89% | 81% | 87% | 85% | 85% | 86% | 83% | 85% | 86% | 85% | 89% |
Handling of feedback | 72% | 73% | 78% | 75% | 80% | 78% | 78% | 75% | 73% | 79% | 89% |
Timeliness of information | 81% | 77% | 80% | 80% | 82% | 81% | 81% | 75% | 79% | 82% | 86% |
Confort during trips | 75% | 77% | 68% | 64% | 75% | 69% | 69% | 59% | 67% | 86% | 86% |
Temperature on board | 83% | 71% | 78% | 83% | 66% | 83% | 71% | 77% | 79% | 75% | 89% |
Punctuality of buses | 83% | 79% | 80% | 76% | 86% | 80% | 85% | 75% | 79% | 85% | 85% |
Overall satisfaction | 83% | 82% | 83% | 80% | 83% | 83% | 82% | 80% | 81% | 82% | 86% |
For you, with you!
We’re committed to providing you the best service possible. But to do that, we need your help. That’s why we’ve listed our quality commitments in the table below. We are also working on implementing new quality criteria.
Our commitments | Our expectations | |
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Bus Shelter Cleanliness |
Note: It can take us longer to resolve issues during storms and other extreme weather. |
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Bus Cleanliness |
Note: Buses may get dirty more quickly in the winter due to frequent temperature variations. We still work to clean the inside of 75% of our 600 buses every day. |
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Punctuality |
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To speed up service on busy routes:
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Courtesy |
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Road Safety |
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Replies to Comments |
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We want to hear from you
To send us your comments, complaints, and suggestions, please fill out the comments form on the website or contact our customer service team at 418-627-2511.