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On-Board Survey Results+ Trend ReportFall ‘18
Every year Metro Research conducts a customer satisfaction survey on board their buses and trains. This year, we received input from 13,855 riders like you!This is what they had to say.
Customer Satisfaction
2013 2014 2015 2016 2017 2018
100%
95%
90%
85%
80%
BUS RAIL
This bus is generally on time (within 5 minutes)I feel safe while waiting for this busI feel safe while riding this busThis bus is generally cleanThis bus’s stops are generally clean
85%91%
87%83%
74%64%
77%79%86%
Bus Rail
This train is generally on time (within 5 minutes)I feel safe while waiting for this trainI feel safe while riding this trainThis train is generally cleanThis train’s stations are generally clean
71%
91%
89%
I am generally satisfied with Metro service:
1
0 100 0 100
Female - 52% Male - 47% Non-binary - 1% Female - 50% Male - 49% Non-binary - 1%
GENDER IDENTITY GENDER IDENTITY
SURVEY LANGUAGE
0 100 0 100
English - 92% Spanish - 8%
SURVEY LANGUAGE
0% 5% 10% 15% 20% 25% 30%
11%
19%
20%
21%
8%
22%
0% 5% 10% 15% 20% 25% 30%
6%
23%
28%
16%
5%
22%
< 18
18-24
25-34
35-49
50-64
65+
AGE AGE
English - 71% Spanish - 29% Other - 1%
Demographic Data
0% 10% 20% 30% 40% 50% 60% 70% 80%
44%
20%
21%
1%
2%
13%
Latino
African American
White
Asian/Pacific Islander
Native American
Other
ETHNICITY ETHNICITY
< 18
18-24
25-34
35-49
50-64
65+
0% 10% 20% 30% 40% 50% 60% 70% 80%
63%
20%
8%
1%
0%
7%
Latino
African American
White
Asian/Pacific Islander
Native American
Other
2
Demographic DataHOUSEHOLD INCOME
HOUSEHOLD INCOME
29%
43%
7%
0%
10%
20%
30%
40%
50%
9%
3%
9%
20%24%
7%
0%
10%
20%
30%
40%
50%
13% 14%
22%
Median Income$17,154
Mean Income$24,746
58% Below Poverty Line
Median Income$32,634
Mean Income$46,440
34% Below Poverty Line
Under 15K 15K–25K 25K–35K 35K–50K 50K–100K 100K+
Under 15K 15K–25K 25K–35K 35K–50K 50K–100K 100K+
3
I have been riding Metro for 5+ years:
30%
40%
50%
60%
70%
Do you have a car available to make this trip?
16% Yes 40% Yes
Trip Profile
43%
60%
+ +
Traveling to stop/station
Waiting at stop/station
Total time 19 mins 19 mins
FIRST MILE TRAVEL MODES
10
9
12
7
2013 2014 2015 2016 2017 2018
Walked 82%Dropped Off 9%Drove 2%Biked / Skateboarded 4%Other 3%
Walked 60%Dropped Off 14%Drove 18%Biked / Skateboarded 4%Other 4%
4
AVERAGE TOTAL TIME BEFORE BOARDING BUS/TRAIN
Smartphone Usage
What type of mobile device do you own?
How often do you use mobile applicationsto get traffic information?
What type of mobile device do you own?
How often do you use mobile applicationsto get traffic information?
Neither
Cell Phone
Smartphone
9% 9% 9% 8%
53% 40% 41% 40%
38% 51% 50% 52%
‘15 ‘16 ‘17 ‘18 ‘15 ‘16 ‘17 ‘18
6%
47%
47%
9%
30%
61%
29%
66%
Neither
Cell Phone
Smartphone
4%
23%
73%
18% 44%
15%
23%
Very Often
Occasionally
Rarely
Never
17% 49%
13%
21%
Very Often
Occasionally
Rarely
Never
5
6%
Sexual Harassment
13%
‘17 ‘18
At least one type of sexual harassment
Non-Physical(comments, gestures, etc)
Physical(groping, fondling, etc)
Indecent Exposure(exposure of private parts)
0%
10%
20%
30%
‘15 ‘16 ‘17 ‘180%
10%
20%
30%
0%
10%
20%
30%
0%
10%
20%
30%
6%
6% 6%7%
7%5%5%7%
13%12%11%14%
18%15%14%
18%
‘15 ‘16 ‘17 ‘18 ‘15 ‘16 ‘17 ‘18 ‘15 ‘16 ‘17 ‘18
0%
10%
20%
30%
0%
10%
20%
30%
0%
10%
20%
30%
0%
10%
20%
30%
7% 8% 9%10%
5%5%7%
21%
16%14%
17%
29%
21%18%
21%
‘15 ‘16 ‘17 ‘18 ‘15 ‘16 ‘17 ‘18 ‘15 ‘16‘15 ‘16 ‘17 ‘18
At least one type of sexual harassment
Non-Physical(comments, gestures, etc)
Physical(groping, fondling, etc)
Indecent Exposure(exposure of private parts)
6
Regarding the number of fare enforcement personnel on board Metro buses/trains, do you think there are:
Regarding the number of police officers on board Metro buses/trains, do you think there are:
Right Amount 55%Too Few 28%Too Many 18%
Right Amount 48%Too Few 39%Too Many 14%
Right Amount 40%Too Few 51%Too Many 9%
Right Amount 41%Too Few 50%Too Many 9%
7
