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.