For Immediate Release
July 12, 2001

Norm McLeod
Manager, Transhelp
Region of Peel
905-791-1015, Ext. 3001

Transhelp's Quality of Service Is In Good Shape

(Brampton) - Transhelp customers are highly satisfied with the quality of service Transhelp provides, says a report released at Regional Council today. The report provided the outcomes of an independent professional survey of 300 Transhelp passengers.

The survey primarily focused on three key areas of Transhelp's service - timeliness, safety and courtesy. Ninety-five per cent of respondents indicated that they feel safe when riding on a Transhelp vehicle and 89 per cent said they are satisfied with the timeliness of Transhelp service. Courtesy and helpfulness scored high with 77 per cent of the respondents saying that the drivers are always helpful and courteous. Transhelp's customers also showed high levels of satisfaction in other service areas such as booking procedures, fares and wait time.

"The results of this survey are good indicators that the quality of our service is in good shape," said Norm McLeod, Transhelp Manager. "Our next step is to develop improvement strategies and conduct another survey next year to determine their success."

The survey, conducted in February 2001 by PMG Consultants, was a response to the National Quality Institute's (NQI) recommendation for Transhelp to "have a more inclusive customer feedback system".

The NQI is a not-for-profit organization established to promote awareness and education of quality principles and healthy workplace practices. Its members from both the private and public sectors share a commitment to continuously improve the quality of services they provide to their customers. In 2000, the NQI presented Transhelp with the Progressive Excellence Program Award for its commitment to providing quality service to its customers.

The executive summary of the report is available on the Region of Peel Web site at


Communication Services, 10 Peel Centre Dr., Brampton, ON L6T 4B9
Phone: 905-791-7800, Fax: 905-791-0595 , e-mail

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