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.

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

SamTrans Customer Satisfaction Survey Report 2017 - (PDF, 0.9 MB)
SamTrans Customer Satisfaction Survey Tables 2017 - (PDF, 0.3 MB)
SamTrans Customer Satisfaction Survey Verbatims 2017 - (PDF, 0.5 MB)

SamTrans Triennial Customer Survey
Every three years, SamTrans conducts an 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.

The results, including customer trip characteristics, demographics, service satisfaction and sources of information, are available in this summary report.

SamTrans Triennial Customer Survey Report 2018 - (PDF, 3.73 MB) 
SamTrans Triennial Customer Survey Tables 2018 - (PDF, 3.26 MB)

Previous SamTrans Triennial Customer Surveys

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. 

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

Previous SamTrans Paratransit Triennial Customer Surveys

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.

SamTrans Market Segmentation Study Report 2018 - (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.

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

SamTrans Service Improvement Survey
SamTrans conducted an online survey seeking input on 2014 systemwide service changes, such as how the changes affected customers’ commutes or how the changes helped customers get to where they needed to go.  

SamTrans Service Improvement Survey Report - (PDF; 1.7 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, fulfill Title 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.

SamTrans Origin & Destination Survey 2013 - (PDF, 2.7 MB)

02/09/21 - jbj