The results of the 2024 Muni Rider Survey are out, and we’re excited to tell you about them. Your feedback helps us make Muni better. This year, 553 riders shared their thoughts between February 12 and April 2, 2024.
Here are some highlights:
- We have received the highest satisfaction rating since we began surveying riders more than 20 years ago.
- Riders have noticed the work we are doing to make Muni fast, frequent and reliable.
- Rider satisfaction has improved most in the Downtown and Chinatown areas.
More People are Satisfied
- 72% of riders surveyed this year rate Muni as "excellent" or "good."
- That’s the highest rating since we began surveying riders in 2001.
- It’s also improvement from 2022, when 66% of riders rated Muni “excellent” or “good.”
We continue to improve service. Our buses and trains arrive more often and on time these days.
More people are using our fast, frequent, reliable service to meet friends and family. They’re also riding Muni to experience all the city offers, from parks to restaurants and cultural events. Yes, people are going to the office a little less often since the pandemic. But they are exploring and relying on Muni beyond the work week.
Reliable Rides, Happy Riders
More San Franciscans are choosing to ride Muni regularly. That’s because we have made strides in areas that matter to riders. Here’s what the survey reflects:
- On-time performance has jumped from 47% to 60%.
- Accurate arrival times have improved from 49% to 64%.
- Muni also runs more often. Satisfaction with frequent service is up from 51% to 63%.
- Trip time satisfaction is up from 65% to 69%.
Our riders see that Muni is getting better. And they see it whether they are commuting to work or heading out for a day in the city. People who take Muni for leisure trips like meeting friends or heading to a park are reporting high satisfaction levels.
These changes are being felt across the entire city. Downtown and Chinatown have seen the biggest improvement, with rider satisfaction in these areas jumping from 69% to 78%.
From more frequent service to better on-time performance, from correct arrival times to quicker trips, Muni has improved. The survey results show that riders are noticing these changes.
Thank you for riding Muni and for telling us what you think. We're listening and working hard to make transit in San Francisco the best it can be for everyone in our city. Let’s keep moving forward together!
How We Gather Results
The 2024 survey project used a hybrid approach, blending telephone interviews and online surveys to collect feedback from adult San Francisco residents. A total of 553 interviews were conducted from February 12 to April 2, 2024. This survey was established to track the satisfaction levels of Muni riders with our service. This tool lets us track our progress and measure the impacts of changes implemented to improve service.
For more information, please visit 2024 Muni Customer Satisfaction Survey Supporting Documentation or 2024 Muni Customer Satisfaction Survey Supporting Documentation - Accessible Materials.