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Metro Research

Metro Research

Metro's Research department plays a crucial role in understanding our patrons' needs and experiences. Using principles from planning, communications, and analytics, Metro Research collects information about patron experiences on all forms of transportation through a range of surveys and focus groups. The data we collect enables Metro to make better decisions and provide more efficient and equitable service.

How do we use this data?

Research data is used throughout the agency in departments from Planning to Civil Rights Compliance and from Marketing to Operations. External consumers include media outlets, other transit agencies, local governments, local planning agencies, students and researchers.

How can you use it?

You can download survey results also.

Customer Satisfaction Survey

Once a year, since 2001, we distribute paper surveys aboard the buses and trains and get 15,000 to 20,000 completed surveys. We have achieved a response rate of over 50%! The survey focuses on quality of service indicators such as on-time performance, operator courtesy, system cleanliness and overall satisfaction with service. Over 98% of average weekday boardings are represented in the survey. This allows us to measure general customer satisfaction as well as opinions about specific programs. We can look at demographic trends and see how riders vary between regions.

Focus Groups

While surveys give us a broad overview of several topics with quantitative information, focus groups provide more in-depth, qualitative information about one or two specific topics. Focus groups have helped to redesign ticket vending machines, understand how people use real time arrival information, and improve work environments for Metro employees.

General Public Tracking Survey

About every two years, Metro conducts a telephone survey of the residents of Los Angeles County. Since most Angelinos are not frequent transit riders, this helps us get feedback from people who do not ride Metro. That way we can see how riders and non-riders perceive Metro services and ridership information.

Additional Surveys

We conduct additional surveys for other Metro Departments about specific projects and issues to understand patron needs and inform new developments. Some examples include research to help the Metro Bike team improve their bike locker program and an amenities survey for the Union Station Master Plan.

Limited English Proficiency Plan

The Civil Rights Act of 1964, Federal Executive Order 13166 and the Department of Transportation's (USDOT) Limited English Proficiency (LEP) Guidelines combine to require that agencies which receive Federal funding are responsible for making reasonable accommodations for those with limited English proficiency. This analysis describes Metro’s efforts to comply with these requirements.

View analysis.

Here you can download results from our surveys and focus groups.

Infographics

General Reports

Annual On-Board Customer Satisfaction Surveys

Bus Results

Rail Results

System Results

Want to learn more about the methodology of these surveys? Click here for our Research Projects.

Tell us what you think! Use this quick poll to share your opinions about Metro. View the results to see how your thoughts compare to other Metro patrons.

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