SamTrans Announces Customer Experience Survey Results

SamTrans Announces Customer Experience Survey Results


SamTrans announced the results of its Customer Experience Survey during its monthly Board of Directors meeting in July. This survey was an effort to seek input from current riders and former riders, and non-riders regarding their experience with SamTrans service, and what might encourage them to use SamTrans.

The survey showed that 59 percent of current riders have ridden SamTrans for more than three years, and 52 percent of them ride at least three days a week. About 40 percent of riders use SamTrans to get to and from work, while 21 percent use it to get to school. Approximately 17 percent of riders are under the age of 18; 53 percent of riders use either Clipper cards or the Clipper Monthly Pass; 26 percent pay with cash; and only 13 percent use a Monthly Pass.

Current riders are generally satisfied with SamTrans, giving the service an average rating of 3.8 out of five.

Former riders were also surveyed. Approximately 35 percent of former riders cited problems with scheduling as the reason they quit while 14 percent cited the length of the trip and 12 percent dropped it after a change in employment. Former riders scored the service as a 3.2 on average, and 69 percent of current riders have access to a car, compared to 96 percent of former riders.

Respondents cited more frequent service as their most important priority, closely followed by providing more express services, particularly between cities and more frequent weekend or midday service. In terms of how SamTrans interacts with its customers, the greatest demand was for real time information based on the location of buses, followed by timetable information being made accessible via a smartphone app and through

As for their opinions on enjoyment and comfort, respondents ranked comfortable seating as the top priority, followed by onboard Wi-Fi and more amenities being made available at bus stops.

SamTrans received 1,182 responses to this online survey conducted by SamTrans from February 27 to March 20. The full results of the survey can be found at


About SamTrans: SamTrans operates 79 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. SamTrans has provided bus service to San Mateo County customers since 1976. 

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Media Contact: Dan Lieberman, 650.508.6385