Survey Shows Continued Customer Satisfaction with Paratransit Services

Survey Shows Continued Customer Satisfaction with Paratransit Services

The vast majority of SamTrans paratransit services customers continue to be “extremely satisfied” or “satisfied” with their overall experience, according to a recent study conducted by the agency.

SamTrans’ Triennial Paratransit Customer Survey is done every three years and is a deep dive into who uses the services and why. The agency’s paratransit services consist of Redi-Wheels on the bayside of San Mateo County and RediCoast on the coastside. Trips must be prearranged.

The in-depth customer survey was conducted in October 2017 and found that the majority of riders (84 percent) report that they are “extremely satisfied” or “satisfied,” with their overall experience, an increase of 2 percent over the 2015 survey.

In total, 500 paratransit customers were interviewed to gather information about trip characteristics, usage, trip purpose, fares, service characteristics, ridership characteristics, overall satisfaction with parts of the service, and more. The survey was conducted in multiple languages through the use of an on-call service contract with EMC Research.

The study found that most riders use the service on a regular basis, with 51 percent taking a trip at least once a week. The most common trip purposes are medical appointments (47 percent), errands (17 percent) and visiting or social trips (11 percent). Nearly half of users have mobility impairment (49 percent), followed by frailty (17 percent) and a developmental disability or cognitive/mental impairment (15 percent).

Results were shared with the SamTrans Board of Directors at its April 4 meeting. The report also will be shared with the Citizens Advisory Committee at its April 25 meeting. The CAC meets on the last Wednesday of each month at 6:30 p.m. in the SamTrans administrative office, 1250 San Carlos Avenue in San Carlos. All meetings are open to the public.

The full report can be read by visiting


About the San Mateo County Transit District: The San Mateo County Transit District operates 71 SamTrans routes throughout San Mateo County.  Funded in part by a half-cent sales tax, the San Mateo County Transit District also provides administrative support for Caltrain and the San Mateo County Transportation Authority. The San Mateo County Transit District has provided bus service to San Mateo County customers since 1976. 

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SamTrans News 

Media Contact: Matt Wilson, 650-622-7850