Article Source:  SamTrans

SamTrans survey shows strong rider satisfaction, identifies areas for improvement

SamTrans riders continue to report high levels of satisfaction, according to results from the agency’s 2025 Customer Satisfaction Survey. Overall satisfaction averaged 4.15 out of 5.00, reflecting strong performance across most service areas.
 
The survey, conducted from March 18 to May 6, gathered feedback from nearly 2,000 riders across the SamTrans system. It was offered in English, Spanish, Chinese, and Tagalog, with results weighted by route to reflect ridership patterns.

“We’re proud to see that our riders continue to rate SamTrans highly,” said SamTrans Market Research Manager Julian Jest. “The results also give us clear direction on where to focus next — especially in keeping bus stops clean, improving real-time information, and strengthening communications.”

Key Findings

•    82% of riders said they are satisfied with their overall SamTrans experience, consistent with 2024 results.
•    Top-rated categories include ease of using tickets onboard (4.43), bus operator helpfulness (4.25), and comfort of the ride (4.19).
•    Areas for improvement include cleanliness of bus shelters (3.66) and condition of benches (3.73).
•    Nearly half of riders (47%) said their SamTrans experience has improved over the past year, citing better reliability and cleaner buses and stops.

Next Steps

SamTrans has several improvement projects underway, including a Bus Stop and Shelter Improvement Plan at 220 priority locations, testing of new bench prototypes, and a Bus Stop Amenities Refresh to modernize design standards.

Future initiatives include expanding real-time bus arrival tools, launching a Riders Influencing Decisions and Experiences (R.I.D.E.) feedback panel, and introducing a Customer Relationship Management (CRM) system to better connect with riders.
 
“Customer feedback helps drive everything we do,” added Jest. “We’re committed to continuing improvements that make SamTrans safer, cleaner, and more reliable for everyone.”

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The San Mateo County Transit District operates 74 routes and two on-demand service areas. Funded in part by a half-cent sales tax, the district also provides administrative support for Caltrain and the San Mateo County Transportation Authority. SamTrans has provided bus service to San Mateo County customers since 1976. SamTrans was named the 2024 Outstanding Public Transportation System by the American Public Transportation Association, recognizing the agency’s excellence in safety, service, operations and innovation.

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