Your Voice Has Been Heard!

Understanding Our Riders: Listening to Your Feedback on Service Disruptions

Earlier this year, we reached out to you, our valued MiWay riders, to better understand how you prefer to receive information about service disruptions that impact bus arrival and departure times. Through this initiative, we aimed to:

• Gather your preferences for receiving service disruption updates.
• Engage with you to test options and potential solutions.
• Use your insights to guide future improvements to how we communicate service notices.

We encouraged you to take our survey and stay involved by following the project for updates. Your willingness to participate has been invaluable to shaping a better MiWay for everyone.

What You Told Us About Service Disruptions

Through the MiWay Service Disruptions project, we heard from many of you! Here are the breakdowns of participants:

1. Timeliness and Frequency of Alerts

• 75% of you emphasized the importance of real-time updates as disruptions occur.
• What this means: Riders want timely, frequent alerts to make informed decisions about their commutes.

2. Preferred Channels for Updates

• What this means: Riders prefer digital communication solutions over traditional communication channels

3. Key Information Needed in Alerts

• You told us the most valuable information in updates includes:

• What this means: Riders need clear, detailed updates to effectively navigate disruptions.

4. Enhanced Communication Across Platforms

• Many of you highlighted that disruptions are often not reflected on apps like Google Maps or Apple Maps, causing frustration when waiting at out-of-service stops.
• What this means: We must ensure consistent and timely communication of disruptions from a trusted and reliable channel.

5. Improved Customer Support

• You suggested having roaming ambassadors at disrupted stops to provide on-the-ground support during major changes.

• What this means: Personalized, face-to-face assistance can help ease disruption stress.

6. Updating the MiWay.ca Website

• Riders want service alerts on the website to prioritize highlighting out-of-service stops and simplify navigation.
• What this means: A more user-friendly web experience is needed.

7. The Value of SMS Alerts

• 87% of participants prefer SMS alerts, especially personalized messages for frequently traveled routes, as they’re accessible without mobile data.
• What this means: SMS is a critical communication channel for riders without reliable data access.

Next Steps: Your Voice Shapes Our Future

We hear you, and we’re acting on your feedback! MiWay is now in the process of procuring an all-in-one transit companion app that will offer:

• Personalized trip planning
• Real-time updates on service disruptions
• Alerts tailored to your travel routes

We Need Your Feedback Again!

As we explore app solutions, your input remains crucial. Soon, we will launch a survey to understand your priorities and most desired features for this app.