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Peel Region

2023 TransHelp passenger satisfaction survey

A snapshot of the feedback from 999 TransHelp passengers, and the steps we’re taking to better our services.

TransHelp service

87% of surveyed passengers are satisfied with the overall TransHelp experience.

Peel Region and TransHelp take pride on providing a great experience for all riders. No matter the trip everyone using a TransHelp bus or vendor should feel safe and comfortable. We welcome all questions, concerns, and feedback to make your overall experience better.

Booking online

7% of surveyed passengers would like to see an improvement in the overall booking experience.

We have recently introduced online booking and encourage passengers to use this tool when booking trips. You can book online 24/7, see your trip schedule, and can book a trip up to 7 days in advance.

The tool allows passengers access to the ‘My Ride’ feature which allows them to see the bus location in real time. Users can also have up to 8 favorite locations for common trips saved to their account.

Shorter wait times when calling in

16% of surveyed passengers would like shorter wait times when calling in.

Our Call Centre’s busiest times are between 9 and 10 a.m., and 12 p.m. and 5 p.m. Did you know when waiting for a customer service representative, you can press 1 and we will call you back?

Peak travel time

20% of surveyed passengers take more than 10 trips a year.

Most service delays and late pick-ups happen during peak travel times. That’s why we’re introducing peak travel options starting March 1, 2024.

With peak travel options, if you call to book a trip during peak hours and there are no more trips available without causing delays, we’ll offer you an alternative travel time.

Looking forward

86% of surveyed passengers had a positive experience using the TransHelp service.

As we work to make the rider experience greater, in 2024 we will be installing new technology on all our vehicles, where you can see your bus or taxi in real-time and know exactly when it arrives.

All you need to do is book your trip online and you’ll have access to real time vehicle tracking.

Thank you to everyone who participated in this survey. Your feedback has helped shape our work and make us better at what we do.

If you would like to view the full survey results, email TransHelp to request a copy.

You may be asked to participate in next year’s annual survey. If you are, please take the time to let us know how we’re doing. As always, if you have a compliment, suggestion, or complaint, we want to hear it.