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From March 31 to May 2, 2025, the County of Brant asked residents to share their experiences with Brant Transit through a public survey on Engage Brant. Thank you to everyone who participated!
The feedback we received, combined with 2024 service data gathered directly from Brant Transit users, provides a more complete picture of how Brant Transit is working and where improvements are needed.
While 28% of respondents use the service regularly, 34% use it occasionally, and 30% have never used it. This means 63% are infrequent or non-users, but many still shared feedback based on past experiences or booking rides for others. Together, this input helps us better understand both the strengths of the system and the barriers some residents face.
Brant Transit Is Valued by Many
Many respondents shared that Brant Transit plays an important role in helping people get around, especially for those without access to a vehicle or with mobility challenges.
- 74% said affordable fares are one of the best parts of the service
- Riders praised the friendly drivers, clean vehicles, and comfortable rides
- 60% said they would recommend Brant Transit based on their experiences
“Thank you so much for offering this amazing service. It means so much to our family.”
2024 Service Data:
- Nearly 1,000 unique riders used the service
- Brant Transit provided over 25,000 rides
- The average user rating was 4.7 out of 5 stars, with 89% of ratings being 5 stars
- Most compliments mentioned: great drivers, friendly staff, smooth trips, and clean vehicles
Booking a Ride Isn’t Always Easy
While regular users gave high ratings, many respondents reported frustration with the booking process, especially those who needed a ride for a specific time or tried to help someone else get a ride.
- Only 15% said booking was “very easy”
- 37% said it was difficult or very difficult
- 63% said they’ve had issues booking a ride, with 43% experiencing this every time
“Even after using the app for a year, I still find it confusing.”
“I had to stop using the service after a no-show for my 80-year-old mother. The trust was broken.”
2024 Service Data:
- 87.6% of bookings were made through the app
- The Call Centre responded to over 11,000 calls and had a customer satisfaction rating of 88%
Reliability Is Mixed
When service is available, riders often enjoy it. But when it’s not, it can cause stress and missed appointments.
- 47% of survey respondents rated reliability as poor
- Only 27% rated it good
However, 2024 Service Data tells a broader story:
- 91% of ride requests were fulfilled with either the requested time or a close alternative
- Only 0.35% of rides were cancelled by the service provider in 2024
- 90% of rides were on time
“When I can book a ride, it’s great. But I often can’t.”
“There’s no way to count on it for work or last-minute needs.”
Riders Seek Improvements
Respondents highlighted areas for improvement, including:
- More frequent service (65%)
- More vehicles available (60%)
- Longer service hours (55%)
- A better, easier-to-use booking system (51%)
Interest in a Fixed Route
Many people said they would like a fixed-route bus service between Paris and Brantford.
- 55% of survey respondents said they’d use this kind of service
- Ideal times: afternoon, mid-morning, and evening
- Most people said they’d use it on both weekdays and weekends
“Please bring back the Paris to Brantford bus!”
Requests for Specialized Support
63% of people said they would support a specialized transit service for seniors and people who need more time or help when booking or riding.
“There needs to be a service for people with disabilities who can’t book rides on their own.”
Next Steps
Understanding the perspectives, needs, and barriers faced by non-users, alongside the experiences and feedback of current riders, will provide a more comprehensive overview. This information is essential to identifying opportunities for improvement, enhancing service delivery, and ensuring that future transit planning is responsive to the broader needs of the community.
Read the complete Brant Transit Satisfaction Engagement Summary.
Thank you for sharing your experiences and helping shape the future of transit in the County of Brant.
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Email Engage with us link
For your convenience
Your experiences and insights are crucial in helping us understand how Brant Transit is meeting your transportation needs.
Survey closes Friday, May 2, 2025.
- Complete the quick poll by Friday, May 2, 2025
- Prefer a printed survey? Stop by the main County of Brant Customer Service locations to pick up a copy until Friday, May 2, 2025 at 4:30 pm.
- You can also complete the survey over the phone by calling 519.44BRANT (519.442.7268) or 1.855.44BRANT (1.855.442.7268).
- Have a question or comment about Brant Transit? Let us know.
Subscribe for updates and be the first to learn more about this project. Add your email to the Stay Informed box on this page and click ‘Subscribe'.
Level of Engagement
For more information, please read the County of Brant's Community Engagement Framework.
