Metro Research

• System Results (Fall 2019)
• System Results (Spring 2019)
• System Results (Fall 2018)
• System Results (Spring 2018)
• System Results (Fall 2017)
• System Results (Spring 2016)
• System Results (Spring 2015)
• System Results (Spring 2014)
• System Results (Spring 2013)
• System Results (Spring 2012)
• System Results (Spring 2011)
• System Results (Spring 2010)
• System Results (Spring 2009)
• System Results (Spring 2008)
• System Results (Spring 2007)
• System Results (Spring 2006)
• System Results (Spring 2005)

•  Bus Results (Fall 2019)
•  Bus Results (Spring 2019)
•  Bus Results (Fall 2018)
•  Bus Results (Spring 2018)
•  Bus Results (Fall 2017)
•  Bus Results (Spring 2016)
•  Bus Results (Spring 2015)
•  Bus Results (Spring 2014)
•  Bus Results (Spring 2013)
•  Bus Results (Spring 2012)
•  Bus Results (Spring 2011)
•  Bus Results (Spring 2010)
•  Bus Results (Spring 2009)
•  Bus Results (Spring 2008)
•  Bus Results (Spring 2007)
•  Bus Results (Spring 2006)
•  Bus Results (Spring 2005)
•  Bus Results (Spring 2004)
•  Bus Results (Spring 2003)

•  Rail Results (Fall 2019)
•  Rail Results (Spring 2019)
•  Rail Results (Fall 2018)
•  Rail Results (Spring 2018)
•  Rail Results (Fall 2017)
•  Rail Results (Spring 2016)
•  Rail Results (Spring 2015)
•  Rail Results (Spring 2014)
•  Rail Results (Spring 2013)
•  Rail Results (Spring 2012)
•  Rail Results (Spring 2011)
•  Rail Results (Spring 2010)
•  Rail Results (Spring 2009)
•  Rail Results (Spring 2008)
•  Rail Results (Spring 2007)
•  Rail Results (Spring 2006)
•  Rail Results (Spring 2005)
•  Rail Results (Spring 2004)
•  Rail Results (Spring 2003)

• Fall 2019 – On-Board Survey Results and Trend Report
• Spring 2019 – On-Board Survey Results and Trend Report
• Fall 2018 – On-Board Survey Results and Trend Report

Customer Satisfaction Survey
Once a year, since 2001, we distribute paper surveys onboard our buses and trains and get 15,000 to 20,000 completed surveys. We have achieved a response rate of over 50%, well above the industry norm for surveys of this nature. The survey focuses on quality of service indicators such as on-time performance, overall satisfaction, system cleanliness, rider safety, as well as rider access to technology and automobiles. Nearly 95% of Metro’s average weekday boardings are represented in the survey. This allows us to measure general customer satisfaction as well as opinions about specific programs. We can also look at demographic trends and see how riders vary between regions and ensure equity is at the forefront of all decisions made here at Metro.

Origin & Destination Survey
Periodically, Metro gathers information on how riders make their trips using Metro and other public transit providers. Data is gathered through upwards of 30,000 intercept interviews. They are conducted using GIS-enabled tablets to ensure that accurate data for the entire trip is recorded. (The majority of trips involve transfers and accuracy of the additional legs was a weakness of paper surveys.) The data is used to inform service decisions and to validate Metro’s transportation demand model.

Additional Surveys
We conduct additional surveys for various Metro Departments about specific projects and issues to understand patron needs and inform new developments. Some examples include the 2017 Strategic Plan Survey, the “Our Next LA” LRTP update survey, NextGen Bus Study, the 2020 Customer Experience Survey, the Fareless System Initiative Survey, as well as many other ad hoc surveys to improve the Metro experience.

Focus Groups
While surveys give us a broad overview of several topics with quantitative information, focus groups provide more in-depth, qualitative information about specific topics. Focus groups have helped to redesign ticket vending machines, understand how people use real time arrival information, improve work environments for Metro employees, and get ballot measures like Measure R and Measure M passed for LA County.

General Public Tracking Survey
Every 5 or so years, Metro conducts a telephone survey of the residents of Los Angeles County. Since most Angelinos are not frequent transit riders, this helps us get feedback from people who do not ride Metro. That way we can see how riders and non-riders perceive Metro services and ridership information.
Limited English Proficiency Plan
The Civil Rights Act of 1964, Federal Executive Order 13166 and the Department of Transportation’s (USDOT) Limited English Proficiency (LEP) Guidelines combine to require that agencies which receive Federal funding are responsible for making reasonable accommodations for those with limited English proficiency. Every three years Metro Research assists in this analysis to ensure we remain in compliance with all federal regulations and to better serve LA Metro’s diverse ridership.