San Diego MTS
The San Diego MTS on April 30 announced that results from its 2024 Customer Satisfaction Survey show the agency “continues to exceed public transportation industry benchmarks in several key areas of service, including on-time performance, customer satisfaction, community value and safety.”
The survey (download below), conducted in November 2024 by ETC Institute, a professional market research firm that specializes in customer satisfaction surveys, gathered feedback from more than 3,700 riders across the MTS trolley and bus and Trolley networks. Results revealed that 83% of bus riders and 82% of Trolley riders are satisfied with the service MTS provides—well above national averages for transit agencies (58%).
Survey Highlights:
- High Community Value: 87% of bus riders and 85% of Trolley riders believe MTS provides value to the community.
- Recommended Service: When asked if riders would recommend MTS services to others, 58% of bus riders and 62% of Trolley riders are highly likely to do so. MTS’ “Net Promoter Score” (+44 for bus, +50 for Trolley) is approximately +65 and +71 points, respectively, higher than the national average (-21).
- Reliable Operations: 79% of Trolley riders and 66% of bus riders agree that their vehicle usually runs on time, compared to 48% nationwide.
- Important Economic Connector: 61% of Trolley riders and 73% of bus riders use MTS services to get to work or school.
- Safety on Board: 71% of bus riders and 63% of Trolley riders feel safe while on board, scoring higher than the national average (42% for bus and Trolley).
- Positive Trends: In addition to safety trends, riders were five times more likely to say their satisfaction has improved over the past year (31% bus, 33% Trolley) than decreased (5% bus, 6% Trolley).
While the survey results are “overwhelmingly positive,” MTS says it will use this rider feedback to identify areas for improvement. The most impactful areas, based on rider priorities, include safety while waiting for transit, cleanliness of vehicles and stations, and maintaining timely service.
“Over the past few years MTS has focused on making improvements to the customer experience for riders, addressing safety, security, cleanliness, service reliability and more,” said MTS CEO Sharon Cooney. “These results demonstrate that our efforts are working and that’s a testament to a committed team at MTS. Overall we are pleased with the results. It shows that we are responding to what riders are telling us. We will use the data from this survey to continue to get better.”
“Each year, the ETC Institute surveys thousands of transit riders nationwide to establish performance benchmarks for public transit agencies, and MTS stands out as one of the best,” said ETC Institute CEO Chris Tatham. “In fact, in every category we measured, MTS scored higher than the national average, an achievement that is truly remarkable. MTS’s results are among the best I’ve seen in recent years.”
Through the first eight months of Fiscal Year 2025, ridership is up approximately eight percent (8%), and on pace to surpass 80 million trips.
DCTA
DCTA recently announced that the A-train, a 21-mile commuter train that currently runs from the Downton Denton Transit Center to Trinity Mills Station in Carrollton, will be extended to the Downtown Carrollton Station, where commuters can connect to the Dallas Area Rapid Transit (DART) Silver Line and DFW International Airport, according to Denton Record-Chronicle report.
According to the report, the route includes stops at MedPark Station in Denton, Highland Village/Lewisville Lake Station, Old Town Station in Lewisville and Hebron Station.
The Trinity Mills Station already connects A-train riders to DART’s Green Line, which can take commuters to Dallas’ Fair Park, the Oak Lawn neighborhood and more.
According to the Denton Record-Chronicle report, by adding an A-train stop at the Downtown Carrollton Station, commuters will be able to connect to DART’s upcoming Silver Line.
This route, according to the report, is set to include stations near DFW Airport North and DFW Airport Terminal B, along with stations near the University of Texas at Dallas in Richardson, the Cypress Waters area in Coppell, and more.
While the Silver Line is expected to open between late 2025 and early 2026, the A-train connection will come later, according to the report.
According to DCTA’s LinkedIn page, before the connection to the DART Silver Line project occurs, DCTA is working to increase the speed of the A-train on its existing alignment. This, the agency says, “will enable the train to be more competitive with travel over the road and improve connectivity to the DART Green Line.”
In the long term, DCTA says it will add track and signal capacity that will “enable the A-train to operate at a 15-minute frequency during peak travel periods.” This enhanced service, coupled with velocity improvements and connection to DFW Airport, “all serve to reduce travel times for daily commuters and attract new riders looking for convenient and quick transportation options,” according to the agency.
Keolis
By an “overwhelming” majority of 92%, SMART-TD-represented conductors and assistant conductors have ratified their tentative agreement with Keolis Commuter Services, which employs 450 SMART-TD members on behalf of the Massachusetts Bay Transportation Authority (MBTA), the union recently announced.
The tentative agreement, which was presented for a vote in March, includes:
- Retroactive pay.
- Scheduled general wage increases (GWI) through June 2027.
- Increases compound to 32.69% for conductors and 33.51% for assistant conductors over the life of the agreement.
- Three additional paid sick days per year.
- The addition of Martin Luther King Jr. Day as a paid holiday.
- The modification of vacation allotments for new employees within their first two years of service.
- Modification of bereavement leave to include additional family members.
SMART-TD GO-769 Acting General Chairperson John Vessels said that out of 387 ballots cast, 359 were in favor of the agreement while only 28 were cast in opposition. His office will release specific dates for the pay increases and retroactive payments soon.
Former GO-769 General Chairperson Rick Pauli, GO-769 Secretary Javier Ramirez, and Vice President David Weir helped negotiate the agreement alongside Local 898 officers Cole Czub, Kenny Owens and Wayne Thistle.
“Their combined efforts were instrumental in reaching our goal of gaining wage increases that are comparable to industry standards with minimal work rule changes,” Vessels said.
