News release

MiWay Scores 82 Per cent in Customer Satisfaction

City services | May 28, 2014

MiWay scored an overall customer satisfaction rating of 82 per cent in a market research study done in December 2013; the results were presented to the City’s Transportation Committee today.

“This survey demonstrates our continued focus on customer service and our customers are telling us they want frequent and reliable service,” said Geoff Marinoff, Director, Transit. “There are opportunities for continued improvement so there is still work to be done.”

Customer satisfaction improved in five key service areas since the last survey in 2011: transit operators, vehicles, routes/schedules/stops, fares and access to communication/information. The survey supports MiWay’s goal to increase transit use by better understanding riders’ needs. The results help guide transit planning and measure where improvements are needed in comparison to the 2011 customer survey results.

Survey Highlights

  • Overall customer satisfaction with MiWay is 82 per cent.
  • The most important factor for increasing transit use is more reliable and more frequent bus service, as well as real-time bus schedules.
  •  People are now more aware of the Mississauga Transitway and the chance of using transit after its opening has increased.
  • Most MiWay riders (84 per cent) agree that MiWay is achieving its mission to provide safe, accessible and efficient bus service.

The MiWay Customer Satisfaction Survey was done by Ipsos Reid – an independent market research company. More than 10,500 customers completed surveys while on buses or at bus stops.

For more information view corporate report or 2013 customer satisfaction survey summary.

You can plan your trip on MiWay today by visiting or by calling 905-615-INFO (4636) for customized route and schedule information. To view scheduled departure times on the go, visit on your smartphone.

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