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Customer Survey


Metro conducts annual customer satisfaction surveys to help improve its service quality. From safety and cleanliness to friendly service and on-time performance, read the latest 2009 Customer Satisfaction Survey and find out what our customers are saying about Metro.

Survey Categories

Customer Survey Introduction Introduction General and Saftey General & Saftey
Service and Amenitites Service & Amenitites Customer Information Customer Information

Text Version of Survey

  AGREE     DISAGREE
1. Generally speaking, I am satisfied with Metro 48% 37% 9% 6%
2. THIS bus/train is generally on time (within 5 mins) 38% 38% 15% 9%
3. THIS bus/train is generally clean 38% 39% 16% 8%
4. THIS bus's/train's stops are generally clean 33% 38% 19% 10%
5. THIS bus/train has adequate emergency info available 40% 42% 13% 6%
         
      YES NO
6. Is Metro Bus/Rail service better now than last year?     79% 21%
7. Do you normally have a seat for THIS trip?     84% 16%
8. Has THIS bus/train broken down in the last month?     23% 77%
9. Is graffiti usually a problem on THIS bus/train?     39% 61%
10. Do you have a working cell phone with you on this bus/train?     68% 32%
a. If yes, can you browse the internet?     55% (37%) 45% (31%)
11. Have you visited Metro.net in the last six months?     42% 58%
12. Do you use Metro Bus/Rail primarily to commute to/form work?     80% 20%
13. Did you have a car available to make THIS trip?     28% 72%
14. Is it easy to find and purchase Metro passes?     80% 20%
15. Are you aware of the new re-loadable TAP card?     83% 17%
16. Did you use a TAP card for THIS trip?     53% 47%
17. Do you prefer using TAP card over paper passes and token fare types?     70% 30%
18. What fare did you use on the FIRST METRO BUS/TRAIN of this one-way trip? (Check only one)
Day Pass: 20%   College Student Pass: 4%
Token: 7% Reg. Weekly Pass: 9% K-12 Student Pass: 6%
One-Way Cash: 25% EZ Transit Pass: 5% Trans. From Muni: 1%
Reg. Month Pass: 16% Senior/Disabled Pass: 7% Trans. From Metrolink.: 1%
     
19. How many days a week do you usually ride Metro?
5+ Days 3-4 Days 1-2 Days <1 Day First Time
71% 18% 7% 2% 1%
         
20. How many years have you been riding Metro?
Less than one 1-2 Years 3-4 Years 5+ Years
11% 17% 17% 55%
       
  YES NO
21. Do you have to transfer to complete THIS one-way trip? 57% 43%
a. If yes, are you connecting buses/train scheduled to come
within 15 minutes?
78%(45%) 22%(13%)
22. Are your household's annual earnings more than & $26,000?
31% 69%
23. You are:
Latino Black White Asian/Pac. Is. Amer. Indian Other
58% 19% 9% 9% 1% 4%
           
24. You are:
Male Female  
49% 51%  
25. You are:
Younger than 18 18-22 23-49 50-64 64 or older  
9% 17% 52% 18% 5%  
Last Revised: Tuesday September 07, 2010

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