Passenger Bus, Rail and Motorcoach Industry News

The Voice of the Customer report surveyed rail and bus riders about customer satisfaction, reliability, safety, cleanliness and customer service. 87% of bus and 86% of rail riders rated high satisfaction with security. 79% of bus and rail riders reported a high likelihood to recommend Metro to a friend.

Rail customers gave the agency an overall score of 5.3, a significant increase from last quarter’s score of 4.1. Customers ranked fares, mechanical reliability, the handling of service disruptions and information during service disruptions as the most important attributes that need improvement.

A new survey of about 6,700 riders found that lateness topped all other concerns such as rude drivers, missed stops and dirty vehicles. Improved communications with riders who lodge complaints was one of the recommendations issued to the Maryland Transit Administration.

The Alameda County Transportation Improvement Authority recently conducted a survey of its paratransit customers who reported that overall, services had improved over the last two years. In addition, the City of Alameda has launched a new paratransit shuttle.