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    1. Management

    SFMTA releases Muni customer satisfaction survey

    March 7, 2022
    The results of the 2021 Muni Customer Satisfaction Survey reflect ridership impacts and concerns during the global pandemic and a local shelter-in-place order.
    Related To: San Francisco Municipal Transportation Agency (SFMTA)
    SFMTA
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    The San Francisco Municipal Transportation Agency (SFMTA) releases results from its 2021 customer satisfaction survey.  

    The results of the 2021 Muni Customer Satisfaction Survey reflect ridership impacts and concerns during the global pandemic and a local shelter-in-place order. As a result, Muni reduced service and experienced significantly lower ridership demand.  Muni was able to provide service to essential workers along with protecting its front-line workforce and the overall financial outlook for the agency. 

    Survey respondents gave the agency a 57 percent overall positive satisfaction rating. Topping the customer list of most important attributes were accessibility, cleanliness and operator helpfulness. 

    Highlights of the 2021 Muni survey: 

    • 57 percent of Muni riders rate its overall service as “good” or “excellent” – a two percent decline from 2019. 
    • Low-income riders rate Muni service higher now than before the pandemic, indicating the data-driven service delivery was aligned to the public need of focusing on essential workers and the transit dependent. 
    • In 2019, nearly three-quarters (72 percent) of riders rode Muni once a week. Since the start of the pandemic, this has decreased to just over half (52 percent). 
    • 79 percent rate Muni’s accessibility for people with disabilities as “excellent” or “good” – an increase of eight percent from 2019 -- Muni’s best rated attribute by respondents. 
    • 60 percent rate the cleaning of Muni vehicles “excellent” or “good”—an increase of 11 percent--the biggest gain this survey period. 
    • 70 percent rate transit operator helpfulness as Muni’s best attribute – up four percent since the last survey. SFMTA says it appreciates its front-line operators for their service delivery to essential workers throughout the pandemic.

    How SFMTA gathers results 

    The 2021 survey project used a hybrid approach, blending both telephone interviews and online surveys to collect feedback from adult San Francisco residents. A total of 413 interviews were conducted during the period of Aug. 17, 2021, to Oct. 6, 2021. This survey was established to track the level of satisfaction that Muni riders have with the service. Using this tracker, progress can be tracked over time and measure the impacts of changes that have been implemented to improve service.