HSR's first Annual Customer Survey closes Sunday, November 1, with five in-person sessions left
The City wants answers from regular riders, occasional riders and people who do not use transit, and says it will repeat many of the same questions each year. Entrants are eligible for one of ten $100 PRESTO prizes.
The details
What the survey is
The City of Hamilton is running its first Annual Customer Survey for HSR, the city's transit service, on its Engage Hamilton site. The City's page lists the survey as open from October 14 to November 1, 2026. It says the survey will ask customers and residents about their experience with HSR, how they use transit, what they think of changes already made and what would make the experience better.
The City describes this first round as a starting point. It says it will ask many of the same questions in future years so it can compare results over time, and may add questions about specific services or changes that matter that year. It also says the answers will be used to understand how people use HSR, to measure whether improvements are making a difference and to guide future improvements to service and the customer experience.
Who can take part
The City says you do not need to be a regular HSR customer. It is asking for responses from people who ride every day, people who ride occasionally and people who do not currently use transit, so that it hears from different parts of the community.
In-person sessions still to come
The City lists a series of in-person sessions where people can give feedback face to face. Five of them fall on or after Monday, October 26.
- 10 a.m. to 3 p.m., Hamilton Public Library, Westdale Library
- 9 a.m. to noon, Ottawa Street Shopping District
- 1 p.m. to 4 p.m., Eastgate Square Transit Terminal
- 9 a.m. to 5 p.m., Hamilton Farmers Market
- 9:30 a.m. to 1 p.m., Hamilton Children's Museum
The prize draw
Taking the survey also enters you in a contest. The City's survey page says respondents can enter for a chance to win one of ten $100 PRESTO cards. The official contest rules, posted on the same page, set the contest period from about 12 p.m. ET on October 13 to 11:59 p.m. ET on November 1, 2026.
- Entrants must be at least 18 years old on the date of entry and legal residents of Ontario. City of Hamilton employees, contest suppliers and members of their households are not eligible.
- The rules allow one entry per person during the contest period.
- To enter without going online, the rules say to get a paper entry form from the City's Transit Division at 36 Hunter Street East and return it to the same office before 4:30 p.m. on the last regular business day of the contest period.
How this fits with HSR Next
The City lists this survey as its own Engage Hamilton project, separate from the HSR Next consultations on proposed fall 2027 route changes and myRide On-Demand zones. The HSR Next page says changes will roll out annually from 2027; neither page says how the survey results will be used in that process.
Sources
City of Hamilton
HSR Next (City of Hamilton)