MiWay Focus Group Pre-Enrolment Survey |
Welcome to the MiWay Customer Service Focus Group Pre-Enrolment Survey!
MiWay’s Customer Experience team is seeking to hear from a variety of individuals on their perspectives and lived experiences interacting with MiWay, with a particular focus on customer service experiences.
The feedback we collect will provide valuable insights that will help the MiWay team understand not only what’s working well, but also the barriers and pain points customers experience when interacting with MiWay’s customer service supports.
We appreciate you completing this short survey to help us connect with the variety of individuals to participate in the focus groups.
About this survey:
The feedback we collect will provide valuable insights that will help the MiWay team understand not only what’s working well, but also the barriers and pain points customers experience when interacting with MiWay’s customer service supports.
We appreciate you completing this short survey to help us connect with the variety of individuals to participate in the focus groups.
About this survey:
This short survey will take approximately 5 minutes to complete. It collects general information about demographics, frequency of riding MiWay and the types of customer service supports you have accessed to help us select a diverse mix of participants for our upcoming focus group sessions.
Participation in this initial selection survey and the focus groups is completely voluntary, and participants will be randomly selected based on key transit user characteristics (e.g. travel frequency, types of customer service interactions, and demographic diversity) to support us in hearing from many different types of voices.
Participation in this initial selection survey and the focus groups is completely voluntary, and participants will be randomly selected based on key transit user characteristics (e.g. travel frequency, types of customer service interactions, and demographic diversity) to support us in hearing from many different types of voices.
What happens next?
A random number generator will be used to select the variety of focus group participants from all survey responses received. If selected, we’ll contact you using the information provided to share next steps and session details. Focus groups will be held in person, and will last 60–90 minutes. During the session, you’ll have the opportunity to share your thoughts and experiences related to MiWay’s customer service.
Incentives:
Participants who are selected and attend the focus group session will receive a thank-you gift in appreciation of their time and contribution to the research ($50 PRESTO Gift Card).
Confidentiality and Consent:
Your responses will be kept strictly confidential and will only be used for the purpose of participant selection for the focus groups. By completing this survey, you agree to be contacted if selected for the focus group.
We also ask for your consent to participate in the focus group and to allow recording of the session for analysis purposes. All feedback will be anonymized, and only designated Customer Experience team members will have access to the raw data. Overall insights from the focus groups will be used to inform future customer service improvements and serve as an input to guide decisions.
We also ask for your consent to participate in the focus group and to allow recording of the session for analysis purposes. All feedback will be anonymized, and only designated Customer Experience team members will have access to the raw data. Overall insights from the focus groups will be used to inform future customer service improvements and serve as an input to guide decisions.
Notice of Collection:
This survey collects personal information under the authority of the Municipal Act, 2001. The information will be used to recruit participants for MiWay’s customer service focus groups and may be retained for up to 3 months to organize and coordinate the focus groups and follow up activities. For questions about this collection, please contact:
Ayokunmi Adenuga
Business analyst, MiWay Customer Service and Innovation
ayokunmi.adenuga@mississauga.ca
T: 905-615-3200 ext. 3390
3484 Semenyk Court, Mississauga, ON L5C 3R1.
Or
Ali Zolfaghari
Business analyst, MiWay Customer Service and Innovation
ali.zolfaghari@mississauga.ca
T: 905-615-3200 ext. 8079
3484 Semenyk Court, Mississauga, ON L5C 3R1.
Thank you again for your time and input—we look forward to learning from you!