Transit Rider Experience: Reliability, Safety & Accessibility

Welcome to the Transit Rider Experience Survey. This survey asks about your recent public transit experiences, including service reliability, safety, and accessibility. Your responses will be used to help identify and prioritize improvements to transit service. Participation is voluntary and you may stop at any time. All responses are anonymous and will be reported in aggregate only. There are no right or wrong answers—we are interested in your honest opinions. Estimated completion time: 10 minutes.

In the last 30 days, how often did you use public transit?

• 5 or more days per week
• 3–4 days per week
• 1–2 days per week
• A few times this month
• Not in the last 30 days

Which of the following transit modes did you use in the last 30 days? Select all that apply.

• Bus
• Subway/Metro
• Commuter rail/Regional train
• Light rail/Streetcar
• Ferry/Water bus
• Paratransit/On-demand accessible service
• On-demand microtransit/shuttle

Which best describes the areas where you typically ride transit?

• Urban/city center
• Inner suburban
• Outer suburban or rural
• I ride across multiple area types

In the last 30 days, how often did your transit service arrive on time?

In the last 30 days, which of the following issues did you personally experience, if any? Select all that apply.

• Vehicle arrived late
• Vehicle did not show/was cancelled
• Long waits between services
• Overcrowding
• Missed connections
• Inaccurate arrival predictions
• Unexpected detours or service changes
• Payment or fare problems
• None of the above

In the last 30 days, how safe did you feel while waiting at transit stops or stations?

In the last 30 days, how safe did you feel while riding on transit vehicles?

In the last 30 days, how safe did you feel while walking to or from transit stops or stations?

In the last 30 days, did you personally witness or experience harassment, theft, or assault while using transit or at stations/stops?

• Yes
• No
• Prefer not to say

Which accessibility features do you use or need when riding? Select all that apply.

• Elevator access
• Escalator access
• Step-free boarding/ramps
• Priority seating
• Wheelchair space
• Audio announcements
• Visual displays
• Tactile paving/Braille signage
• Space for strollers or luggage
• Service animal accommodations
• None of the above
• Prefer not to say

Overall, how easy or difficult is it to access the stations or stops you use most?

Overall, how satisfied are you with your public transit experience in the last 30 days?

How likely are you to recommend your transit system to a friend, family member, or colleague?

Please rank the following potential improvements from most to least important to you.

1. More frequent service
2. Better on-time performance
3. Cleaner vehicles and stations
4. More staff presence and security
5. More accessible infrastructure (elevators, ramps)

Based on your responses throughout this survey, what single change would most improve your public transit experience?

We'd like to understand your transit experience in more depth. Please share any additional thoughts, and our moderator will ask a couple of follow-up questions.

What is your age?

• Under 18
• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65 or older
• Prefer not to say

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college/Associate degree
• Bachelor's degree
• Postgraduate degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Unemployed
• Retired
• Homemaker/Caregiver
• Prefer not to say

Thank you for completing this survey. Your feedback will be used to help identify and prioritize improvements to public transit service in your area. Your responses are anonymous and will be reported only in aggregate.