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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?
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.
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.
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.
Here you can download results from our surveys and focus groups.
- 1996 General Public Survey (FY96-97 Survey of LA County Residents)
- 2000 General Public Survey Report
- 2002 On- Board Bus Weekday Report Vol 1 & 2
- 2002 On-Board Bus Survey Weekend Report
- 2002 On-Board Bus Survey Follow-up Report
- 2004 On-Board Rail Survey
- 2005 Gold Line Express Report
- Fall 2005 Cust Sat Survey Results
- Metro Rail 2004 On-Board Survey
- MTA 2003 Public Opinion Survey - Final
- MTA Bus Regional Weekday Travel Patterns
- Timetables Focus Groups Final Report
Annual On-Board Customer Satisfaction Surveys
- Bus Results (Spring 2015)
- Bus Results (Spring 2014)
- Bus Results (Spring 2013)
- Bus Results (Spring 2012)
- Bus Results (Spring 2011)
- Bus Results (Spring 2010)
- Bus Results (Spring 2009)
- Bus Results (Spring 2008)
- Bus Results (Spring 2007)
- Bus Results (Spring 2006)
- Bus Results (Spring 2005)
- Bus Results (Spring 2004)
- Bus Results (Spring 2003)
- Rail Results (Spring 2015)
- Rail Results (Spring 2014)
- Rail Results (Spring 2013)
- Rail Results (Spring 2012)
- Rail Results (Spring 2011)
- Rail Results (Spring 2010)
- Rail Results (Spring 2009)
- Rail Results (Spring 2008)
- Rail Results (Spring 2007)
- Rail Results (Spring 2006)
- Rail Results (Spring 2005)
- Rail Results (Spring 2004)
- Rail Results (Spring 2003)
- System Results (Spring 2015)
- System Results (Spring 2014)
- System Results (Spring 2013)
- System Results (Spring 2012)
- System Results (Spring 2011)
- System Results (Spring 2010)
- System Results (Spring 2009)
- System Results (Spring 2008)
- System Results (Spring 2007)
- System Results (Spring 2006)
- System Results (Spring 2005)
Want to learn more about the methodology of these surveys? Click here for our Research Projects tab.
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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