Caltrain released the results of its 2024 Customer Satisfaction Survey last week, with the rail agency receiving an overall satisfaction rating of 4.02 out of 5. The survey was taken prior to Caltrain’s launch of its major electrification and enhanced schedule, the agency noted.
Conductors received the highest ratings of 4.35, with safety at stations and onboard close behind, rated at 4.17 and 4.33 respectively. Station satisfaction increased from 4.0 in 2023 to 4.07, while onboard satisfaction increased from 4.05 to 4.08. Seventy-eight percent of riders said they were satisfied with their overall experience, in line with the 2023 numbers.
The trend towards micromobility continues to hold as 18% of Caltrain riders get to and from stations via bike or scooter, with the majority of those riders bringing their personal vehicle onboard. Thirty-nine percent of respondents were new riders, having begun taking Caltrain within the last year.
The survey also showed areas where there was room for improvement by the rail agency. Caltrain received lower marks for communicating train delays at stations and onboard, receiving ratings of 3.56 and 3.72 respectively. Additionally, while youth ridership has grown significantly since the introduction of the $1 youth fare, the survey showed that 43% of youth riders were still using one-way tickets.
The survey was conducted in summer 2024, making it the last survey covering Caltrain’s diesel service. The Caltrain schedule under diesel service scored a satisfaction rating of 3.54. Significantly improved schedules with electric service are expected to provide an improvement in customer satisfaction from the schedules when this survey was conducted.
The electric trains are running more frequent service throughout the day on weekdays and have doubled their weekend service since launch in September. Additionally, as Caltrain has moved away from carpeting and upholstery on the new trains, the agency expects to see an increase in the cleanliness score of 3.82.
Surveys were conducted onboard and online in English, Spanish and Chinese during weekdays and weekends to provide a representative sample of riders, with 2,524 respondents surveyed.
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