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GO Transit Customer Charter

6 KPIs (July 2020)

On Time (Train)
Target: 95%

97.4%

On Time (Bus)
Target: 96%

98.5%

Safe
Target: 30 or fewer

62.8

In the Know
Target: 30 or fewer

34.5

Comfortable
Target: 30 or fewer

239.3

Helpful
Target: 80%

85.0%

Promise
Target
Performance
To do our best to be on time We will run 95% of trains within 5 minutes of scheduled time. 97.4% of our trains arrived within five minutes of their scheduled time.
We will run 96% of buses within 15 minutes of scheduled time. 98.5% of our buses arrived within 15 minutes of their scheduled time.
To always take your safety seriously We will have 30 or fewer complaints per 1,000,000 boardings regarding safety. We received 62.8 complaints per 1,000,000 boardings regarding safety.
To keep you in the know We will have 30 or fewer complaints per 1,000,000 boardings regarding service status communication. We received 34.5 complaints per 1,000,000 boardings about service status communications.
To make your experience comfortable We will have 30 or fewer complaints per one million boardings regarding comfort in stations and on trains and buses. We received 239.3 complaints per 1,000,000 boardings about comfort.
To help you quickly and courteously We will ensure that 80% of all calls into the contact centre are answered within 30 seconds or less. 85.0% of calls into the contact centre were answered within 30 seconds or less.

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