My voice my STM

Study topic: Impact of the good behaviour campaign

In 2024, the STM launched a campaign aimed at raising rider awareness about good behaviour in the bus and métro network, highlighting both individual and collective benefits. The objective of the campaign is to encourage riders to adopt respectful behaviours that improve comfort during travel and help maintain métro reliability by reducing rider-caused service interruptions. By demonstrating the positive impact of these behaviours, the campaign promotes responsible habits that benefit the entire community.

Key campaign message: “Good brings good.” Good behaviour in the network is recognized.

Following Phase 1 of the campaign in 2024, which targeted five specific behaviours, 2025 saw the introduction of audio messages played in stations and on buses. These complemented the visual materials already in place, reminding riders of the benefits of good behaviour in a fresh and engaging way.

Over 880 métro riders and 275 bus riders shared their impressions of the audio campaign

More than half of métro riders and over a quarter of bus riders heard the messages.

Most riders heard the messages once or twice per trip, whether on the bus or métro. Métro riders found this frequency very acceptable, while bus riders were less satisfied. STM teams are investigating the reasons for this difference.

A welcome audio campaign

Riders widely appreciated the audio campaign, viewing the messages as useful reminders and recognizing their importance. Elements such as tone and voice were rated positively. Riders also see the audio campaign as evidence of STM’s commitment to their well-being, safety and overall experience.

In conclusion: Working together for a more pleasant commute 

The results confirm that the audio campaign was well received and effectively complements visual materials. This combination helps maximize message reach and understanding.

Encouraging riders to adopt more respectful behaviours takes time. Ongoing communication efforts, combined with other initiatives, aim to raise awareness among those likely to engage in behaviours that disrupt travel or negatively impact the experience of others.

Stay tuned in 2026 for more guidance on good behaviours to adopt!

Study topic: Sense of safety

Whether on the métro or the bus, members of the My voice, my STM community share their daily perceptions of safety when travelling with us.

During the first three months of 2025, our follow-up studies showed a decline in the sense of safety across the network. Combined with operational data analysis, this led to the implementation of additional safety measures in March 2025.

A topic of interest: Over 2,900 riders and 670 non-riders surveyed

Invitations were shared via the STM mobile site, the My voice, my STM community and an external panel. The goal was to reach a broad audience and capture the most accurate picture of the situation.

The objectives: compare the sense of insecurity in the network vs. other public spaces, identify the rider groups who feel most concerned and determine when trips are cancelled or replaced to inform action plans and provide appropriate customer support

A better understanding of the impacts of insecurity

The métro is perceived as unsafe by both riders who used it in the past 30 days and those who used it less recently, ranking just behind underground parking garages—which topped the list of most concerning public spaces. Buses fall in the middle, between parks and taxis.

The groups feeling most concerned include women aged 18–34, visible minorities, riders with at least one functional limitation and non-French speakers.

In early 2025, over a 30-day period, 9% of riders who had used the STM network in the past year cancelled at least one trip due to safety concerns. Most cancelled trips occurred after 6:30 p.m., particularly between 10 p.m. and 6:30 a.m. These insights are invaluable, helping us directly guide our actions to strengthen safety and build trust.

In conclusion: Tailoring our action plans

The study results informed our decisions and led to the deployment of additional measures in March 2025. Most measures have been continued in our 2025–2026 safety plan due to their direct impact on riders’ sense of safety. In November 2025, a network-wide campaign was launched to remind customers of the tools available for obtaining assistance.

Under the theme We’re here for you, the campaign highlights the use of intercoms, the emergency assistance phone and calling 911 in emergencies. Safety concerns can also be reported via text message, using the system launched in late 2024. Feel free to use these tools to report any issues encountered during your travels.

Field teams are also present in stations to provide support. Please reach out to them if needed.

The safety of our riders and staff remains a top priority. This campaign is one of many initiatives aimed at improving the sense of safety across our network.

Study topic: Station cleanliness

In August 2025, we conducted a survey of My voice, my STM panel members, STM website visitors and Society in Motion newsletter subscribers. The objective: measure their satisfaction with métro network cleanliness and identify the factors that most influence their perception, station by station. The survey has enriched our internal discussions on the issue and will contribute to the development of effective, targeted action plans for each the 68 stations in the network.

Strong participation by more than 3,550 respondents

The first cleanliness satisfaction survey in 2024 identified issues specific to each station in the network. This allowed our teams to adjust action plans in a targeted manner. One year later, our sanitation managers wanted to analyze customer perceptions in more detail to better understand their evolution and identify new priorities to incorporate into their cleaning strategies.

Stable results compared to 2024

On average, customers gave the métro a 6.7 out of 10 rating for cleanliness. As in 2024, the main factors influencing their perceptions were dry and wet waste—both of human and non-human origin—odours, leaks in ceilings and walls, and the condition of some floors.

Of these, wet human waste and unpleasant odours generate the most discomfort.

Issues around cleanliness are concentrated at the end of the day, starting around 5 p.m., the period perceived as the most critical for safety. Heightened vigilance and targeted interventions from our teams are necessary during this period.

Interior and exterior station entrances are the areas most often associated with cleanliness issues, closely followed by métro platforms. The analysis also identified situations at certain stations where corridors and stairways require specific attention.

In conclusion: Working together for cleaner, healthier spaces

In light of the survey results, the STM sanitation team is working to optimize its cleaning methods by adjusting its actions and priorities based on the specific characteristics of each station.

Métro cleanliness is a shared responsibility, and maintenance workers, employees and customers all have a role to play. That’s why we encourage our customers to take simple, responsible actions, such as using designated facilities to dispose of their waste—a concrete step that directly improves the user experience for all riders.

Want to make your voice heard and help shape public transit? Join our My voice my STM panel and share your opinion!

Study topic: Satisfaction with staff attitude and courtesy

Whether on the métro, bus or paratransit, customers and members of the My voice, my STM community share their daily experiences with our staff. Station agents, bus and paratransit drivers, and reservation centre employees are all committed to providing the best possible service.

Did you interact with our staff on your last trip? Let us know how your experience went—we track this feedback every month to improve our services.

Métro and bus: Let’s keep working together to improve your experience

Nearly two-thirds of métro and bus riders who interacted with station agents or drivers report being satisfied with their attitude and courtesy (8+/10). While this is positive, we continue to strive for even higher levels of service to enhance your satisfaction.

We recognize that recent months have been challenging. Strikes have shaken confidence in the STM and made some interactions more tense, which is reflected in monthly results. To maintain our usual standards and continue offering pleasant and courteous service, we will continue monthly monitoring of this indicator in 2026. Feel free to ask questions or engage with our staff—we’re here to assist you.

Paratransit: Close to 100% satisfaction

Satisfaction with the attitude and courtesy of paratransit drivers consistently averages around 90% (8+/10). Our teams work hard to make every trip as pleasant as possible.

At the call centre, staff courtesy also stands out, with results above 90% for several years. We continue to track these indicators monthly to ensure quality service and quickly identify any issues in the customer journey.