Metro News Release

For immediate release: September 29, 2008

Metro riders largely satisfied with rail and bus service

Nearly all riders would recommend Metro

Metro’s Customer Satisfaction Measure (CSM) finds the vast majority riders like Metrorail and Metrobus, and almost all would recommend Metro to a friend or relative.

The CSM finds that 85 percent of Metrorail riders and 78 percent of Metrobus riders are satisfied with Metro service. The numbers have remained consistent since 2004 when Metro started the customer satisfaction survey. In addition, 95 percent of Metrobus riders and 98 percent of Metrorail riders said they would recommend Metro to a friend or relative.

The CSM, an ongoing survey of Metrobus and Metrorail riders, measures the satisfaction of riders. Two hundred Metro riders each month are surveyed by telephone.

The survey also found that 54 percent of customers go to Metro’s Web site for information and 76 percent are satisfied with communications from Metro.

The CSM also collects demographic data about Metro riders. The data shows that 60 percent of Metrobus and 53 percent of Metrorail riders are female, 56 percent of Metrobus and 83 percent of Metrorail riders have college degrees, and about 80 percent of both bus and rail riders are employed. Also, most Metro riders have access to automobiles—81 percent of bus riders and 98 percent of rail riders have one or more cars in their households.

News release issued at 10:03 am, September 29, 2008.