From the 580 CFRA story:
A customer satisfaction survey of the overall service found 82 per cent of transit users gave the transit service a positive rating, up from 70 per cent in 2007.It will be interesting, however, to see what these numbers show for the 2009 customer satisfaction survey. Between the transit strike, the significant struggles getting service back to pre-strike levels, and a number of highly publicized service blunders, my expectation is that these numbers will get worse.
The survey also found 65 per cent of non-transit users had a positive view of the service.
The 2008 Transit Service annual performance report does show the number of complaints against bus drivers increased sharply last year to 36.8 complaints for every million passenger trips.