One of the best practices in a customer satisfaction process is to listen to users and report back to them what the organization heard and what will happen with the feedback the customers provided. This article covers the continuing story of the Toronto Transit Commission (TTC) and its problems with the riders and the perception of the public on the effectiveness of the management of public funds supporting the transit authority. Eight focus areas of recommendations by the Customer Service Advisory Council are reviewed. Will the Transit organization follow up? A warning is provided in the report.

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