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2025 Customer Satisfaction Survey shows widespread exuberance over electric service
Caltrain released the results of its 2025 Customer Satisfaction Survey at its Technology, Operations, Planning, and Safety (TOPS) Committee meeting, with the rail agency receiving a record high satisfaction rating of 4.41 out of 5, up from 4.02 in 2024. This is the first such survey designed to capture riders’ opinions about the new and improved electric service, and it contains the best ratings in the 27-year history of the survey.
On-time train performance was a high point, with another score of 4.41, while improvements on board scored 4.42 and station improvements received 4.30.
Caltrain saw major improvements in fields such as:
| 2024 | 2025 | |
| Conductors | 4.35 | 4.57 |
| Onboard Safety | 4.33 | 4.52 |
| Cleanliness | 3.82 | 4.51 |
| Train Arrival Predictions | 4.01 | 4.37 |
| Station Safety | 4.07 | 4.31 |
| Service Frequency | 3.54 | 4.15 |
| Station Announcements | 3.83 | 4.12 |
| Delay Information | 3.56 | 3.97 |
Ninety-three percent of riders said they were satisfied with their overall experience, up from 78% in 2024. Fifty-two percent of riders say they are riding more often due to the benefits of electrified service. The key benefits that riders were most likely to cite were shorter travel times (55%), increased frequency (52%), cleanliness (43%), comfort (42%) and onboard Wi-Fi (37%).
These high ratings are reflected in Caltrain’s ridership, which as of last month had grown 57% year-over-year, with weekend ridership doubling. Average weekday ridership is now at approximately 41,000, with a total of 9.2 million riders in FY 2025.
The survey was conducted in May 2025. Surveys were conducted onboard and online in English, Spanish and Chinese during weekdays and weekends to provide a representative sample of riders, with 2,986 respondents surveyed. The next Customer Satisfaction survey is expected to occur in spring 2026, with results releasing next fall.
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About Caltrain: Owned and operated by the Peninsula Corridor Joint Powers Board, Caltrain provides rail service from San Francisco to San Jose, with commute service to Gilroy. Serving the region since 1863, Caltrain is the oldest continually operating rail system west of the Mississippi and the first railroad to convert from diesel to electric power in a generation.
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Media Contact: Dan Lieberman, 650.622.2492