Customer Satisfaction Survey

The Customer Satisfaction Survey is an instrumental part of the Ride On Reimagined study. It provides MCDOT with a clearer understanding of current, former, and potential riders’ perceptions, opinions, and overall transit riding experience. This data will help with developing recommendations for system-wide changes that address the current and future needs of the community for both Ride On and Metrobus services.

Methodology

MCDOT fielded this online survey in English, Spanish, Chinese, French, Amharic, Vietnamese, Hindi, and Korean from September 8 through October 7, 2022. Participants were invited to take the survey through emails, Ride On’s website, and via more than a dozen social media posts. In addition, our community engagement team hosted four in-person pop-up events on September 8, 13, 20, and 28 at various transit sites across Montgomery County.

The survey yielded 2,170 valid responses from a diverse group of riders with varying demographics, routes, trip frequencies, trip purposes, and perspectives, following a data cleaning process to eliminate bots and people living outside the MCDOT region

In this section

 

Key Findings

  • Many MCDOT riders do not have a driver’s license and even more do not have a vehicle they can reliably use.
  • Work is the main reason respondents travel on Ride On or Metrobus and also the top reason why some people ride MCDOT more now than they did before COVID.
  • Conversely, working from home part-time or full-time is one of the top reasons why some people ride MCDOT less now.
  • The top two areas to prioritize for improvement are:
    1. Accuracy of real-time bus arrival information and service updates
    2. How often the bus comes
  • When given the choice, most prefer shorter waits between buses more than they want shorter walks to the bus stop.