Caltrain Passengers Grow More Satisfied With Service


According to the results of a new customer satisfaction survey that was received by the agency’s Board of Directors meeting this month, 82 percent of Caltrain passengers are satisfied with the train system.

A total of 3,313 passengers responded to Caltrain’s annual Customer Satisfaction Survey, which is carried out in order to evaluate the services provided by the agency’s contract train operator, Transit America Services, Inc. (TASI). The passengers were on board when they filled out the survey, which was conducted by the survey contractor Corey, Canapary & Galanis, which has conducted the survey  since 2013. Caltrain has been running customer satisfaction surveys since 1998.

Of the respondents, 82 percent said they were somewhat or very satisfied with the Caltrain experience, which represents a slight increase from last year and the year prior. Asked to rate the service on a scale of 1 – 5, the passengers gave Caltrain an average rating of 4.07, which shows a steady improvement from 2014’s rating of 3.93.

The biggest gains in the survey were in the categories of on-time arrival, being informed of delays and the adequacy of onboard announcements. The survey showed a decrease in station dwell times, which could be attributed to the pilot Bikes Board First program launched earlier this year. The survey also found that 36 percent of respondents paid for their trip with a Caltrain Monthly pass, 21 percent with a Go Pass, 22 percent using Clipper and 21 percent with a One-way ticket or Day Pass.


About Caltrain: Owned and operated by the Peninsula Corridor Joint Powers Board, Caltrain provides commuter rail service from San Francisco to San Jose, with limited commute service to Gilroy. Caltrain enjoyed five years of consecutive monthly ridership increases, surpassing more than 65,000 average weekday riders earlier this year. While the Joint Powers Board assumed operating responsibilities for the service in 1992, the railroad celebrated 150 years of continuous passenger service in 2014. Planning for the next 150 years of Peninsula rail service, Caltrain is on pace to electrify the system, reduce diesel emissions by 97 percent by 2040 and add more service to more stations.

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