Surveys

SamTrans Triennial Customer Survey
Every three years, SamTrans conductsan extensive onboard questionnaire to understand who their customers are and why they ride. It also provides valuable information regarding areas that customers think should be improved.

2021 SamTrans Triennial Customer Survey Report (PDF, 1.5 MB)
2021 SamTrans Triennial Customer Survey Tables (Excel, 1.3 MB)

SamTrans Customer Satisfaction Survey
The purpose of this survey is to assess how well SamTrans is meeting the needs of its riders. The results show customer ratings onboard buses, at transit centers and bus stops.

2019 SamTrans Customer Satisfaction Survey Report (PDF, 1.4 MB)
2019 SamTrans Customer Satisfaction Survey Tables (PDF, 0.5 MB)
2019 SamTrans Customer Satisfaction Survey Verbatims (PDF, 0.4 MB)

SamTrans Paratransit Triennial Customer Survey
Every three years, SamTrans conducts an extensive phone interview survey to better understand ridership characteristics of paratransit customers, such as demographic and trip purpose, and assess key passenger satisfaction components, among other measures.

2020 SamTrans Paratransit Customer Survey Report (PDF, 1.0 MB)
2020 SamTrans Paratransit Customer Survey Crosstabs (Excel, 0.4 MB)
2020 SamTrans Paratransit Customer Survey Raw Data (Excel 1.0 MB)

SamTrans Market Segmentation Study
This study, comprised of focus groups and telephone interviews, was conducted to better understand attitudes, behaviors and barriers to riding SamTrans. Survey respondents were made up of SamTrans riders, former riders and non-riders - all residents of San Mateo County.

2018 SamTrans Market Segmentation Study Report (PDF, 3.7 MB)

SamTrans Customer Experience Survey
This survey asked current riders, former riders and non-riders, to rate and identify priorities, and to provide ridership and demographic information.

2017 SamTrans Customer Experience Survey Report (PDF, 1.0 MB)

Metropolitan Transportation Commission: SamTrans Origin & Destination
As part of a regional effort. MTC is surveying Bay Area transit passengers to help with regional service planning, fulfillTitle VI equity requirements, gather customer service feedback, collect travel models among other data. This information will help to support regional, as well as local, planning initiatives.

2019+2022 SamTrans Origin & Destination Survey (PDF, 2.7 MB)

12/21/23 - jbj