Riders on California’s SamTrans system continue to express strong satisfaction, with the agency’s 2025 Customer Satisfaction Survey reporting an overall score of 4.15 out of 5, reflecting solid performance across most service areas.

The survey, conducted from March 18 to May 6, gathered feedback from nearly 2,000 riders across the SamTrans system. It was offered in English, Spanish, Chinese, and Tagalog, with results weighted by route to reflect ridership patterns. 

“We’re proud to see that our riders continue to rate SamTrans highly,” said SamTrans Market Research Manager Julian Jest. “The results also give us clear direction on where to focus next — especially in keeping bus stops clean, improving real-time information, and strengthening communications.” 

Key Results

Eighty-two percent of riders reported being satisfied with their overall SamTrans experience, consistent with the 2024 results. 

Top-rated categories include ease of using tickets onboard (4.43), helpfulness of the bus operator (4.25), and comfort of the ride (4.19).

Areas for improvement include the cleanliness of bus shelters (3.66) and the condition of benches (3.73). 

Nearly half of riders (47%) said their SamTrans experience has improved over the past year, citing better reliability and cleaner buses and stops. 

What’s Next?

SamTrans has several improvement projects underway, including a Bus Stop and Shelter Improvement Plan at 220 priority locations, testing of new bench prototypes, and a Bus Stop Amenities Refresh to modernize design standards. 

Future initiatives include expanding real-time bus arrival tools, launching a Riders Influencing Decisions and Experiences (R.I.D.E.) feedback panel, and introducing a Customer Relationship Management (CRM) system to enhance rider engagement and connection. 

“Customer feedback helps drive everything we do,” added Jest. “We’re committed to continuing improvements that make SamTrans safer, cleaner, and more reliable for everyone.”