Alameda-Contra Costa Transit District (AC Transit) has announced the results of an independent rider survey [1] which found that 75% of riders are either “satisfied” or “very satisfied” with their experience using the state’s only bus-only transit service. These results are significantly more positive than the corresponding national surveys.
The rider survey was conducted by ETC Institute over several weeks during the spring of this year, using a combination of onboard and bus stop intercept interviews.
[2]“AC Transit is the backbone of public transportation for our East Bay communities,” said General Manager Salvador Llamas. “We are thrilled that so many recognize we are moving in the right direction and delivering the reliable, customer-focused service they depend on every day. This strong vote of confidence reflects the dedication of our employees and reinforces our commitment to continuous improvement as we keep the East Bay moving and connecting to the Bay Area transit network.”
The survey showed strong rider satisfaction across several key service measures:
- Overall rider satisfaction: 75% (national: 56%).
- Operator professionalism: 79% (national: 61%).
- Comfort while riding: 75% (national: 51%).
- Value for fare paid: 70% (national: 60%).
- Access to information: 70% (national: 54%).
- Personal safety onboard buses: 68% (national: 43%).
- On-time bus arrivals: 67% (national: 48%).
- Cleanliness of buses: 66% (National: 38%).
The survey provided valuable insights into where AC Transit can continue improving and delivering an even better rider experience. Although the bus service exceeds national averages in arrivals, onboard safety, and service communications, the survey findings point to opportunities to collaborate with city partners to deliver on commitments and connect with communities. AC Transit called those “core priorities” of its newly launched “One East Bay. One AC Transit. [3]” The survey showed rider satisfaction in those areas of needed improvement to be:
- Frequency of buses: 65% (national: 54%).
- Personal safety while waiting on city streets at bus stops: 62% (national: 35%).
- Service alerts and emergency communications: 61% (national: 52%).
Despite areas that could use improvement, the survey results show that AC Transit is both earning high marks from riders and outperforming transit agencies nationwide. Based on survey data from more than 80 transit agencies across all 50 states, AC Transit riders are substantially more likely to recommend our bus network to family, friends, and colleagues. The AC Transit survey also used a stronger and more reliable methodology, reflecting the opinions of riders actively using the bus network, rather than relying on email or online questionnaires.
This survey matters because it underscores the value, reliability, and essential role AC Transit plays in the lives of East Bay communities every day. The AC Transit District is California’s largest bus-only transit agency and third-largest in the country, providing an average of nearly 135,000 daily passenger trips with 133 bus lines throughout the 364-square-mile service area.