The San Diego Metropolitan Transit System (MTS) announced that results from its 2024 Customer Satisfaction Survey show MTS continues to exceed public transportation industry benchmarks in several key areas of service, including on-time performance, customer satisfaction, community value and safety. In November 2024, MTS Consultant ETC Institute gathered feedback from more than 3,700 MTS riders. Surveys were administered by trained surveyors using paper questionnaires, targeting customers riding or waiting for the bus or Trolley.
The survey gauged customer satisfaction on a range of topics, including:
- On-Time Performance
- Cleanliness
- Safety
- Fares
- And more
The findings from the Customer Satisfaction Survey were presented to the MTS Board of Directors on April 17, 2025.
The full board presentation is available for review below, but here are some high-level takeaways:
- High Community Value: 87% of bus riders and 85% of Trolley riders believe MTS provides value to the community.
- Recommended Service: When asked if riders would recommend MTS services to others, 58% of bus riders and 62% of Trolley riders are highly likely to do so. MTS’ “Net Promoter Score” (+44 for bus, +50 for Trolley) is approximately +65 and +71 points, respectively, higher than the national average (-21).
- Reliable Operations: 79% of Trolley riders and 66% of bus riders agree that their vehicle usually runs on time, compared to 48% nationwide.
- Important Economic Connector: 61% of Trolley riders and 73% of bus riders use MTS services to get to work or school.
- Safety on Board: 71% of bus riders and 63% of Trolley riders feel safe while on board, scoring higher than the national average (42% for bus and Trolley).
- Positive Trends: In addition to safety trends, riders were five times more likely to say their satisfaction has improved over the past year (31% bus, 33% Trolley) than decreased (5% bus, 6% Trolley).