2024 Clipper® survey shows strong customer satisfaction

The results of the 2024 Clipper® customer and non-customer research survey results are out, and satisfaction among users of the Bay Area’s all-in-one transit card stands high at 94% across riders on all agencies and across different demographic categories.

The Clipper program conducts a survey of Bay Area transit customers every two years. The purpose of this effort is to understand current Clipper user satisfaction, transit habits, attitudes, and opinions of Clipper customers, as well as to identify barriers to using Clipper and to gauge potential for future usage among non-Clipper users who ride transit.

The survey was offered in English, Spanish, Chinese, and Vietnamese. This year, 2,515 transit riders shared their thoughts, with 2,064 Clipper customers and 451 non-Clipper users completed interviews.

Here are some highlights:

• Satisfaction among Clipper users remains high at 94%.
• Ninety-five percent of Clipper users say they would recommend it to others.
• Mobile Clipper card adoption has been very strong, particularly with Caltrain or VTA riders, riders 18–39 years old, and men of all ages.  

The interviews also offered insights into transit riders who do not use Clipper to pay for their fares. Forty-five percent of non-Clipper users pay single-ride fares with cash, and 24% use a single-ride ticket. Almost half of transit riders who don’t use Clipper are not familiar with Clipper.

These interview results will be used to help develop the messaging for Next Generation Clipper benefits and improvements. Next Generation Clipper is coming in 2025 and will include more options for riders. 

Starting in spring 2025, Clipper will introduce new and improved features, products, and services that will make transit payments faster and more convenient. These features include:

• More ways to pay: The new Clipper payment system will allow customers to pay for transit using a contactless credit or debit card in addition to plastic Clipper cards and mobile Clipper cards in Apple Wallet or Google Wallet.
• Instant value: Clipper's transition to a cloud-based system allows for instant availability of added value or passes on plastic and mobile cards no matter how value is added—eliminating wait time.
• Discounted transfers: Riders that use more than one transit agency in a single trip (e.g., Muni to SamTrans) will only be charged full fare on the first operator. A transfer discount of up to $2.75 will apply on any additional operator they use within a two-hour window.
• Managing multiple accounts: Clipper's transition to a cloud-based system will enable families to manage multiple registered Clipper cards through the Clipper app.
• Pay for paratransit with Clipper: People with disabilities or older adults who use paratransit will be able to pay for rides by providing their Clipper card number at booking.
• Apply for youth or senior cards online: The new Clipper system will give youth and senior riders the option to apply for their discount program online in addition to applying in person or by mail.