STM: Combining Customer Satisfaction and Performance
The Montreal Transit Corp. (STM) has published its 2014 Annual Report which reported a historical attendance record of 417.2 million trips, which represents some 700,000 movements more than the previous year, while increasing customer satisfaction rate reached 89 percent, up 2 percent compared to 2013.
Achieving the objective of a balanced budget
In 2014, the STM was able to generate a surplus of $ 3.9 million, a difference of less than 0.3 percent of the total budget of $ 1.4 billion, thanks to tight management of expenses reflected particularly by a hiring freeze and professional services. In addition, savings were realized as a result of improved performance in the maintenance of the metro. Note also that delays beyond the control of the STM in the implementation of some major projects, particularly in the Azur project have yielded savings in 2014.
In addition, the STM reflected on the most effective ways to invest with the objective of maintaining service reliability and meet growing travel. In this sense, it decided to extend the useful life of 20 years metro cars MR-73, which will generate net savings of approximately $ 500 million. Moreover, the reliability of rolling stock (MR-63 and MR-73) remained solid.
Continuation of major projects
The company has pursued several projects such as the renovation of metro stations (Réno-Métro), including major repair of the Berri-UQAM station, new subway cars Azur, the commissioning of the connectivity on a portion of the green line in downtown between the Berri-UQAM stations and St. Lawrence, adding 46 km of preferential measures for buses totaling 208.7 km of 34 axes, the renewal of bus facilities including preparatory work for the reconstruction and expansion of the complex Crémazie, modernization of operational and customer information systems in real time (IBus) and the renewal of the bus shelter Park.
Responsible sourcing
In terms of sustainable development, 2014 was marked by major advances in responsible sourcing.Indeed, 73 percent of the contract value of integrated sustainable development criteria and 50 percent of acquisitions were made in Quebec. Moreover, GHG emissions per passenger-km have experienced a further decline, down 11 percent compared to 2006. Finally, the approach and the projects of the STM in sustainable development were highlighted by the awarding of six awards including achieving the prestigious Gold level certification program Sustainability Commitment to the American Public Transportation Association (APTA).
Always better communicate with customers
In the era of smart phones and social media, the company has increased its information tools to provide customers a complete and satisfying experience when moving from origin to destination.Attendance rates reflect the success of these tools in 2014 with, for example, an increase of over 150 percent for mobile and over 85 percent for the four son Twitter related to subway lines.
"Our ability to better communicate with our customers also remains at the heart of our commitment to provide transit services that meet their needs. I decided to go and meet clients every Tuesday afternoon at rush hour. The operation, called Hotline , allows me to meet with clients and to better understand their concerns, particularly in our bus services, metro and Opus, said the Chairman of the STM Board of Directors Philippe Schnobb . Our desire to communicate with our customers also continued in 2015 by the consultations on the 2025 Strategic Plan that will identify priority actions that will lead the company towards 2025 ", he concluded.
