London Transit Commission
Specialized Transit
About (2025):
For this year’s survey wave, 380 surveys were undertaken via telephone with customers who had utilized the service within the past six months, which provides for a confidence of 95% with a margin of error of +-5.0%.
Demographics:
67% of respondents indicated LTC specialized service as their primary method of transportation
The majority (82%) of Specialized riders are aged 50 or higher
78% of riders utilize a mobility device (wheelchair, walker, cane, scooter)
To/from medical appointments and errands are the two primary reasons for travel amongst LTC specialized riders
14% of respondents had taken trips on conventional service in the past year
Customer Satisfaction Levels with Key Importance Factors
Overall Satisfaction
| Likely to Recommend LTC | 2023 | 2024 | 2025 |
|---|---|---|---|
| Detractors (0-6) | 17% | 7% | 7% |
| Neutrals (7-8) | 41% | 34% | 32% |
| Promotors (9-10) | 42% | 59% | 61% |
| Net Promoter Score | 25% | 52% | 54% |
| Industry Average Net Promoter Score | 50% | 57% | 65% |
Survey respondents were asked to rate how likely they would be to recommend LTC’s Specialized Service on a scale of 0-10, with 0 being very unlikely and 10 being very likely. The NPS is arrived at by subtracting the percentage of detractors (those rating from 0-6) from the percentage of promoters (those ranking from 9-10). Also included in this measure is the group considered passives (those rating from 7-8). The chart below sets out the comparison of results from the 2018 survey.
Conventional Transit
About (2025):
A total of 693 surveys were undertaken with transit customers on board London Transit buses over the period of November 19 through November 23, covering all routes in the system which provides results that are accurate at a 95% confidence with a margin of error of +-3.7%. The surveys were conducted during all service periods throughout the day on weekdays, Saturdays and Sundays and in quantities proportional to each route’s ridership by day of week and time period.
Demographics (2025):
Approximately 89% indicate they are dependent on public transit as their mode of transportation
Approximately 77% utilize the service at least three days per week
Approximately 55% are between the ages of 18 and 29 and an additional 18% are between the ages of 30 and 39
To/from work, education, and shopping/errands are the primary reasons for travel amongst riders
Customer Satisfaction Levels with Key Importance Factors
Overall Satisfaction
| Statement | 2023 | 2024 | 2025 |
|---|---|---|---|
| Level of service in the past year has gotten worse | 11% | 16% | 13% |
| Level of service in the past year has stayed the same | 71% | 63% | 64% |
| Level of service in the past year has gotten better | 19% | 21% | 24% |
| Likely to Recommend LTC | 2024 | 2025 |
|---|---|---|
| Detractors (0-6) | 26% | 33% |
| Neutrals (7-8) | 38% | 37% |
| Promotors (9-10) | 36% | 30% |
| Net Promoter Score | 11% | -4% |
| Industry Average Net Promoter Score | 33% | 33% |