Caltrain Rider Survey Shows Improved Satisfaction With Transit Agency

SANTA CLARA COUNTY, CA – Nearly 80 percent of Caltrain passengers expressed satisfaction with the train system, according to the results of a new customer survey that were presented at the agency’s Board of Directors meeting on Thursday.

A total of 4,097 passengers responded to Caltrain’s annual Customer Satisfaction Survey, carried out to evaluate services provided by the agency’s contract train operator, Transit America Services, Inc. (TASI). Passengers were on board when filling out the survey, which was conducted by contractor Corey, Canapary & Galanis.

Of the respondents, 79 percent said they were somewhat or very satisfied with the Caltrain experience, an improvement from the 75 percent during last year’s survey.

Asked to rate the service on a scale of 1 – 5, passengers gave Caltrain an average rating of 4.01 -- an improvement from 2015's average rating of 3.93.

Overall, the survey included questions related to 18 facets of the Caltrain system, such as station environments, onboard characteristics, and evaluation of potential service improvements.

A full copy of the report can be found here.

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--Image via Caltrain