Reliability, frequency, safety, cleanliness, and homelessness are top concerns among Metro riders according to Metro’s 2022 Customer Experience Survey released today.
Metro’s 2022 Customer Experience Survey was conducted earlier this year between March and May 2022. A total of 12,239 surveys were taken on board Metro buses, trains, and Metro Micro vehicles, reflecting a 63% response rate.
This is also the first customer survey we’ve conducted since just prior to the COVID-19 pandemic. The annual survey, together with ongoing customer feedback and surveys, will guide the agency’s Customer Experience Plan, which prioritizes projects – and related budgets – to deliver good customer experience aboard Metro.
Some of the more interesting nuggets from the survey:
•More than 58% of rail riders and 60% of bus riders reported being satisfied with Metro’s service. The numbers are similar to results of customer satisfaction surveys done by other large transit agencies across the country. At Metro, the numbers reflect a modest decline in satisfaction results in both categories (1% rail and 7% bus) compared to 2020.
•The top five improvements that our bus customers want to see are: more buses arriving on time; more frequent buses; how Metro addresses homelessness on buses; safety from crime, and cleaner bus stops.
•The top five improvements that rail customers want are: cleanliness inside trains; how Metro addresses homelessness on trains; safety from crime; more trains running on time, and more frequent trains.
•The top five improvements that female rail customers want are: safety from crime, sexual harassment, or racial or ethnic harassment; cleaner trains; reducing homelessness and related issues on trains; cleaner stations, and; more trains arriving on time.
•The top five improvements that female bus customers want are: safety from crime, sexual harassment, or racial or ethnic harassment; more buses arriving on time; more frequent service; less homelessness and related issues on buses, and; cleaner buses.
•For the first time, the survey included questions about Metro Micro, which launched in late 2020. Some issues expressed by riders included on time service, more availability of accurate information to plan their trip, better real-time information, how to get a ride quicker and how to identify how long the trip will take.
•People between the ages of 25 and 64 represent most of Metro riders – a 6% increase from 2020.
•Latinx/Hispanics are the largest ethnic group, representing 58% of riders (59% in 2020). Black/African Americans constitute 14% of Metro riders (16% in 2020), followed by 12% who are White/Caucasian (11% in 2020).
•Notably, 49% of bus riders and 44% of rail riders identify as female, which is down from 53% and 46% from Metro’s 2020 survey in both categories.
•Approximately 83% of riders reported a household income of under $50,000 a year, compared to 81% in 2020.
•The survey also found that 78% of respondents ride the system at least three days a week, down 11% from 2020. Additionally, 72% have been riding the system for more than three years, the same as 2020 and 27% have regular access to a car, up 6% from 2020.
We’re currently implementing action items from our 2022 Customer Experience Plan – and in the coming weeks we’ll be working across departments to identify new action items to respond to customers’ suggestions. Here are some of the improvements in the works:
- As of August, 49% of buses and 89% of rail cars had fabric seats replaced with new vinyl seats to make it easier to clean and maintain seats. We’re working to have all vinyl by early summer 2023.
- We’re putting a special emphasis on monitoring our elevators to ensure they are clean. We’ve also implemented cleaning surges on bus and rail lines, and at stations.
- We’ve strategically deployed additional security on the system to enforce Metro rules and law enforcement to address crime.
- We’re installing more security cameras and lighting across the system.
- We’re working to get more riders to download and use the Transit Watch app to alert us of issues.
- We launched the Metro Ambassador Program our customers’ experience. More than 100 Transit Ambassadors have been trained and are being deployed on the K and B lines and at LA Union Station. The goal is to deploy 300 ambassadors by Feb. 2023.
- We’re doubling our homeless outreach teams to provide assistance to those in need.
- We’re adding crisis intervention teams for those in need of mental health assistance.
Here are some slides that show results from the 2022 survey: