BART’s customer satisfaction rate hit its highest mark in ten years, according to the transit agency’s 2024 biannual survey of BART riders.
The survey, distributed aboard trains last autumn and also online with a sample size of 4,687, found that 73 percent of respondents are “very or somewhat satisfied with BART” compared to 67 percent of those questioned in the previous survey in 2022.
Of 24 metrics including cleanliness, on-time performance and safety, BART saw improvements in 17 areas. Eighty percent of those surveyed said they would recommend BART to a friend or out-of-town guest, up four percentage points from 2022, while 66 percent agree that BART is a good value for the money, up three percentage points.
The average rating for train interior cleanliness increased by 14 percent, while the average rating for station cleanliness increased by eight percent, according to the transit agency.
BART saw declines in satisfaction ratings for availability of space for luggage, bicycles and strollers on trains, and the availability of seats on trains. BART suggests this is unsurprising given the increase in overall ridership since 2022, as well as the transit agency’s decision to run shorter trains for safety and energy cost purposes.
“These results confirm our Safe and Clean Plan is transforming the BART experience and making our system cleaner and safer,” said BART Board President Mark Foley. “We recognize there is still room for improvement; however, our focus on enhancing the customer experience is yielding positive results. It’s encouraging to see the survey responses that echo what I’m hearing from riders as I travel through the system.”
The survey results were presented to the BART Board of Directors at its annual Board Workshop, Thursday, Feb. 27.