E Point Perfect

MTS Reports 91% Satisfaction Rate, But Riders Want More Night, Weekend Service


Trolley at Tecolote Road
A trolley at the new Tecolote Road station. Courtesy SANDAG

The Metropolitan Transit System on Thursday released results from the agency’s first post-pandemic survey that showed a 91% overall satisfaction rate but indicated riders want more night and weekend service.

The customer satisfaction survey was conducted by professional market research firm Redhill Group in April 2022. More than 1,800 people participated.

“Listening to our riders is essential in guiding the board and staff as we set goals to continue improving our operations, safety practices and policies,” said county Supervisor Nathan Fletcher, who also chairs the MTS board.

“The overall high satisfaction ratings and recent ridership increases we’re seeing are a testament to the proactive steps we’ve been taking in the last several years to deliver a world-class transit system to the region,” he added. “We’ll continue to look for ways that we can invest in, improve and expand transit access throughout the county.”

The survey showed high satisfaction with the PRONTO fare app introduced in 2021, but uncovered concerns about night and weekend bus and trolley service levels.

While only 9% of respondents were dissatisfied with weekday frequencies, that rose to 23% for nighttime 31% for weekend service.

Managers said that based on the survey, the agency will be assessing ways to increase night and weekend service, improve security, and step up cleaning of stations and vehicles.

MTS operates more than 100 bus routes and three trolley lines in 10 cities and unincorporated areas of San Diego. Each weekday nearly 200,000 passenger trips are taken throughout the system.


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