Riders on Caltrain feel safe and are generally satisfied with their riding experiences, a new customer satisfaction survey shows.
Caltrain released the results of its 2024 Customer Satisfaction Survey Monday at its Technology, Operations, Planning, and Safety (TOPS) Committee meeting. The survey found that overall customers rated the rail agency 4.02 out of 5. The agency noted though that the survey was given prior to its rollout of a major electrification and enhanced schedule.
Customers gave conductors their highest ratings, 4.35 with safety onboard (4.33) and at stations (4.17) rated high as well. Station satisfaction and onboard satisfaction both rose over their 2023 ratings, the agency said. More than three quarters of riders (78 percent) said they were satisfied with their overall experience.
About one fifths of riders (18 percent) said they get to and from stations via bike or scooter, with the majority of those riders bringing their personal vehicle onboard, officials said. Another 39 percent of respondents said they were new to the rail system within the last year.
Officials said the survey also shows some room for improvement. The agency received lower marks for communicating train delays at stations and onboard. Additionally, the agency said that while youth ridership has grown significantly since the rail system added a $1 youth fare, nearly half of the youth riders (43 percent) were still only using one-way tickets.
The surveys were conducted online and onboard in English, Spanish and Chinese, with 2,524 respondents surveyed. The next customer satisfaction survey will take place in late spring, and results will be released in the fall.