City services | December 7, 2021
Today, MiWay released their new Customer Charter – a public commitment on what transit customers can expect from MiWay.
The Charter was developed in response to MiWay’s ongoing effort to improve the customer experience and ensure a consistent and safe transit system for all. It was developed in consultation with MiWay customers and stakeholders through focus groups, research, one-on-one interviews, and market research. The Charter supports MiWay’s Ridership Recovery Strategy and helps advance the City’s Strategic Plan, in particular the Move pillar.
“The time has come for us to raise the bar and reach new heights when it comes to serving our customers,” said Geoff Marinoff, Director, Transit. “We remain open and transparent about our decision to set a goal, measure how we are doing and that we hold ourselves accountable. Transit customer charters have become an industry standard and ours supports MiWay’s commitment to continuous improvement. Part of our mission is to help make life in our city better. We are doing this by listening to our customers and stakeholders as we continuously work to meet the changing needs of the community. During these unprecedented times, it’s more important than ever, that our customers understand the effort and commitment we are investing to improving their overall transit experience – from reliability, safety and security to customer service and access to information, transit users can expect a lot from MiWay.”
MiWay’s Customer Charter consists of four commitments:
Reliable and on time
Excellent customer service
Keeping customers informed
As our city adapts to new realities brought on by the COVID-19 pandemic, we’re focused on building back better. Our Customer Charter not only supports our Ridership Recovery Strategy but also helps us advance the City’s Strategic Plan.
To learn more about MiWay’s Customer Charter, or MiWay’s Ridership Recovery Strategy, visit miway.ca/commitment.
City of Mississauga Media Relations
905-615-3200, ext. 5232