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MiWay Receives 82 per cent Customer Satisfaction

Sep 19, 2012

According to a 2011 market research study, MiWay received overall satisfaction ratings of 82 per cent or higher. In a report presented to General Committee today, staff explained the customer survey tested overall satisfaction in areas related to vehicles, drivers and access to transit communication/information.

"This study demonstrates our commitment to focus on customer service and continued growth in transit ridership," said Geoff Marinoff, director of Transit. "The results show that service frequency is the most important motivator for increasing transit usage that builds on our goal of developing a transit-oriented city."

Marinoff added survey findings provide the city with a better understanding of riders' needs, to identify where service can be improved, and to guide future planning.

Survey Finding Highlights:

  • Customers rated overall satisfaction with MiWay at 82 per cent.
  • Frequency of transit service is the most important factor for increasing transit usage.
  • Service reliability, longer hours of service and area coverage are key factors for
    encouraging frequent transit usage.
  • Awareness of new MiWay brand is high and it has positive associations in the community.
  • Bus Rapid Transit has potential for addressing the convenience of transit.

The MiWay Customer Satisfaction Survey was conducted in the later part of 2011 by Synovate (now operating as Ipsos Reid) - an independent market research company. A total of 10,440 customers completed on-board/at-stop questionnaires.

Twittercue: MiWay receives 82 per cent overall satisfaction scores in research study.

Customers can find customized route and schedule information at or by calling 905-615-INFO (4636) for customer information. To view scheduled departure times on a smartphone or other mobile device, visit or download the MiWay iPhone/iPod Touch application from the Apple iTunes App Store (

As Canada's sixth largest city, Mississauga is home to 741,000 residents and more than 54,000 businesses, including more than 60 Fortune 500 companies with Canadian head offices or major divisional head offices. A diverse, progressive and award-winning municipality located on the shores of Lake Ontario in the heart of the Greater Toronto Area, Mississauga is "Leading Today for Tomorrow" by focussing on delivering services, implementing its Strategic Plan, delivering value for money and maintaining infrastructure.


Media Contact:
Kimberly Hicks
Senior Communications Advisor
Phone: 905-615-3200 x5232
TTY:    905-896-5151