Caltrain survey shows strong rider approval with safety and conductor performance praised
San Mateo, California – Caltrain riders have expressed strong satisfaction with the service, according to the latest Customer Satisfaction Survey results, even though the survey was conducted before Caltrain switched from diesel to electric trains. Published during a recent Technology, Operations, Planning, and Safety (TOPS) Committee meeting, the survey shows a rather high general satisfaction level of 4.02 out of 5.
Though it is being done in the closing days of diesel operation, the poll shows good responses in numerous important areas, especially with regard to safety precautions and conductor performance. With a high rating of 4.35, conductors were commended for their performance; safety at stations and onboard obtained ratings of 4.17 and 4.33 respectively. This is a small rise from past years; station satisfaction rises from 4.0 in 2023 to 4.07 in 2024 and onboard satisfaction moves from 4.05 to 4.08.
Using online and onboard questionnaires in English, Spanish, and Chinese, the poll—which took place in July and August of 2024—covered responses from 2,525 riders, therefore offering an extensive representation. With 39% of the respondents being new Caltrain users who had begun within the past year, the user base appears to be rising.
Fascinatingly, the poll also revealed a trend in micromobility—18% of users use bikes or scooters to go to and from stations, many of whom bring their own vehicles aboard. This particular element emphasizes how dynamically commuter patterns in the area are changing.
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The poll found areas needing development even with the generally good attitude. With scores of 3.56 at stations and 3.72 aboard, communication about train delays was identified as a weaker aspect. Furthermore, 43% of teenage riders—who now pay a $1 fare—are still buying one-way tickets, suggesting possible areas for better fare solutions even if youth riding has increased dramatically.
For Caltrain’s diesel service, which scored 3.54 for its schedule, this survey marked the end of an era. Beginning operations in September, the switch to electric trains promises better timetables as well as higher frequency. Early signs point to this new service likely significantly improving consumer satisfaction, particularly given trains now run more often throughout weekdays and provide doubled service during weekends.
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Caltrain’s emphasis now is on the cleanliness and efficiency of the new electric fleet as it bids goodbye to its older diesel trains. The elimination of carpeting and upholstery in favor of more hygienic materials is expected to boost future cleanliness ratings, which previously stood at 3.82.
With an eye toward the performance of the electric fleet, Caltrain intends to do its next Customer Satisfaction Survey late in spring of 2025. Anticipated to be published in the fall, the results will offer more information on how effectively the new service satisfies consumer needs.
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Caltrain’s dedication to always enhancing the commuting experience in line with changing passenger expectations and technology developments includes this constant feedback system.
