This page provides accessible interpretations of charts and graphs within the 2024 Muni Customer Satisfaction Survey Executive Summary and Questionnaire.
Overall Rating of Muni Service
Trending: Overall Rating of Muni Service
Overall Rating by Subgroup - Map
Overall Rating by Subgroup - Total
Overall Rating by Subgroup - Usage of Muni-Currently
Overall Rating by Subgroup - Trip Purpose
Overall Rating by Subgroup - Income
Overall Rating by Subgroup - Household Size
Overall Rating by Subgroup - Zone
Usage of Muni
Trip Purpose
Attribute Chart
Service Attributes
Harassment
Mode Selection
Trip's Main Purpose When Muni Not Selected
Incentives for Muni Use
Information Sources
Online Sources
App Sources
How informed do you feel about Muni projects
Familiarity with SFMTA Responsibilities
Satisfaction with the SFMTA
Overall Rating of Muni Service
Found on page 1
| Ratings | Percentage |
|---|---|
| Ratings Excellent | Percentage 19% |
| Ratings Good | Percentage 53% |
| Ratings Only Fair | Percentage 23% |
| Ratings Poor | Percentage 5% |
A circle surrounds the excellent and good ratings for a combined score of 72%
Trending: Overall Rating of Muni Service
Found on page 2
Excellent and Good Ratings Combined
| Year | Combined Rating |
|---|---|
| Year 2001 | Combined Rating 48% |
| Year 2002 | Combined Rating 57% |
| Year 2003 | Combined Rating 68% |
| Year 2004 | Combined Rating 64% |
| Year 2005 | Combined Rating 65% |
| Year 2006 | Combined Rating 53% |
| Year 2007 | Combined Rating 55% |
| Year 2010 | Combined Rating 52% |
| Year 2011 | Combined Rating 57% |
| Year 2012 | Combined Rating 62% |
| Year 2014 | Combined Rating 64% |
| Year 2015 | Combined Rating 66% |
| Year 2016 | Combined Rating 70% |
| Year 2017 | Combined Rating 70% |
| Year 2018 | Combined Rating 63% |
| Year 2019 | Combined Rating 59% |
| Year 2021 | Combined Rating 57% |
| Year 2022 | Combined Rating 66% |
| Year 2024 | Combined Rating 72% |
Overall Rating by Subgroup - Map
Found on page 2
Overall City Rating – 72% Excellent/Good
Zone 1 – 72% Excellent/Good
- South of Market
- Parts of the Financial District
- Castro/Upper Market
- Mission District
- Bernal Heights
- Potrero Hill
- Mission Bay
Zone 2 – 78% Excellent/Good
- Marina District
- Russian Hill
- North Beach
- Pacific Heights
- Western Addition/Panhandle/Haight-Ashbury
- Downtown/Civic Center
- Nob Hill
- Chinatown
- Parts of the Financial District
Zone 3 – 67% Excellent/Good
- Presidio
- Seacliff/Outer Richmond
- Inner Richmond/Presidio Heights
- Golden Gate Park/Outer Sunset/Inner Sunset
Zone 4 – 69% Excellent/Good
- Parkside
- Lakeshore/Ocean View
- West of Twin Peaks/Diamond Heights
- Noe Valley/Twin Peaks/Glen Park
Zone 5 – 71% Excellent/Good
- Balboa Park/Outer Mission/
- Excelsior/Visitacion Valley
- Bayview
Overall Rating by Subgroup - Details
The following tables communicate data found on page 3
Overall Rating by Subgroup - Total
| Satisfaction Rating by Total | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Total All riders (n = 498) | Excellent/Good 72% | Fair 23% | Poor 5% |
Overall Rating by Subgroup - Usage of Muni-Currently
| Satisfaction Rating by Usage of Muni – Currently^ | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Usage of Muni – Currently^ 5 or more days/week (n = 105) | Excellent/Good 63% | Fair 28% | Poor 9% |
| Satisfaction Rating by Usage of Muni – Currently^ Several times a week (n = 189) | Excellent/Good 74% | Fair 22% | Poor 4% |
| Satisfaction Rating by Usage of Muni – Currently^ Once a week (n = 42) | Excellent/Good 87% | Fair 10% | Poor 2% |
| Satisfaction Rating by Usage of Muni – Currently^ Three times a month or less (n = 162) | Excellent/Good 71% | Fair 24% | Poor 5% |
^ Surveyed respondents have all used Muni in the past 3 years
Overall Rating by Subgroup - Trip Purpose
| Satisfaction Rating by Trip Purpose | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Trip Purpose Work / School (n = 224) | Excellent/Good 67% | Fair 25% | Poor 8% |
| Satisfaction Rating by Trip Purpose Personal Business (n = 21) | Excellent/Good 81% | Fair 15% | Poor 3% |
| Satisfaction Rating by Trip Purpose Other Purpose (n = 361) | Excellent/Good 73% | Fair 22% | Poor 5% |
Note: More than one response was allowed for the trip purpose categories.
Overall Rating by Subgroup - Income
| Satisfaction Rating by Income | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Income Less than $25,000 (n = 36) | Excellent/Good 76% | Fair 17% | Poor 6% |
| Satisfaction Rating by Income $25,000 - $49,999 (n = 46) | Excellent/Good 73% | Fair 27% | Poor - |
| Satisfaction Rating by Income $50,000 - $74,999 (n = 68) | Excellent/Good 81% | Fair 16% | Poor 3% |
| Satisfaction Rating by Income $75,000 - $99,999 (n = 48) | Excellent/Good 68% | Fair 28% | Poor 4% |
| Satisfaction Rating by Income $100,000 or more (n = 300) | Excellent/Good 70% | Fair 24% | Poor 7% |
Overall Rating by Subgroup - Household Size
| Satisfaction Rating by Household Size | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Household Size 1 person (n = 177) | Excellent/Good 74% | Fair 24% | Poor 2% |
| Satisfaction Rating by Household Size 2 people (n = 193) | Excellent/Good 72% | Fair 23% | Poor 5% |
| Satisfaction Rating by Household Size 3-4 people (n = 72) | Excellent/Good 72% | Fair 22% | Poor 7% |
| Satisfaction Rating by Household Size 5 or more people (n = 33) | Excellent/Good 71% | Fair 21% | Poor 9% |
Overall Rating by Subgroup - Zone
| Satisfaction Rating by Zone | Excellent/Good | Fair | Poor |
|---|---|---|---|
| Satisfaction Rating by Zone 1 (n = 131) | Excellent/Good 72% | Fair 20% | Poor 8% |
| Satisfaction Rating by Zone 2 (n = 165) | Excellent/Good 78% | Fair 19% | Poor 3% |
| Satisfaction Rating by Zone 3 (n = 79) | Excellent/Good 67% | Fair 31% | Poor 3% |
| Satisfaction Rating by Zone 4 (n = 62) | Excellent/Good 69% | Fair 27% | Poor 4% |
| Satisfaction Rating by Zone 5 (n = 49) | Excellent/Good 71% | Fair 22% | Poor 7% |
Usage of Muni
Found on page 4.
| Frequency of Usage | % in 2024 |
|---|---|
| Frequency of Usage Several times a week | % in 2024 59% |
| Frequency of Usage About once a week | % in 2024 9% |
| Frequency of Usage 1-3 times a month | % in 2024 19% |
| Frequency of Usage Less than once a month | % in 2024 13% |
| Frequency of Usage | % in 2022 |
|---|---|
| Frequency of Usage Several times a week | % in 2022 52% |
| Frequency of Usage About once a week | % in 2022 12% |
| Frequency of Usage 1-3 times a month | % in 2022 21% |
| Frequency of Usage Less than once a month | % in 2022 14% |
| Frequency of Usage | % in 2021 |
|---|---|
| Frequency of Usage Several times a week | % in 2021 37% |
| Frequency of Usage About once a week | % in 2021 15% |
| Frequency of Usage 1-3 times a month | % in 2021 21% |
| Frequency of Usage Less than once a month | % in 2021 27% |
| Frequency of Usage | % in 2019 |
|---|---|
| Frequency of Usage Several times a week | % in 2019 61% |
| Frequency of Usage About once a week | % in 2019 11% |
| Frequency of Usage 1-3 times a month | % in 2019 21% |
| Frequency of Usage Less than once a month | % in 2019 6% |
Trip Purpose
Found on page 4.
| Trip Purpose | % |
|---|---|
| Trip Purpose Eat Out/Social/ Recreation/Entertainment | % 52% |
| Trip Purpose Commute to work/Work Related | % 43% |
| Trip Purpose Shopping | % 38% |
| Trip Purpose Personal/Medical Appointments | % 28% |
| Trip Purpose School/University | % 5% |
Attribute Chart
Found on page 5.
The attribute chart divides into four quadrants which represent the respondent's rating of the service attributes on the x axis and the impact of importance that rating has on their overall satisfaction score:
- The upper left quadrant represents attributes with "Low Rating/High Impact (Opportunities for Improvement)"
- The upper right quadrant represents attributes with "High Rating/High Impact (Doing Well)"
- The lower left quadrant represents attributes with "Low Rating/Low Impact (Lower Priority)"
- The lower right quadrant represents attributes with "High Rating/Low Impact (Exceeding Expectations)"
The list below breaks out where the attributes fit in each quadrant and includes the percentage of respondents saying that service attribute was excellent or good.
Low Rating/High Impact (Opportunities for Improvement)
- Providing reliability (on-time performance) - 60%
- Vehicle Cleanliness - 58%
High Rating/High Impact (Doing Well)
- Trips taking a reasonable amount of time - 69%
- Providing frequent service - 63%
- Providing accurate arrival predictions - 64%
Low Rating/Low Impact (Lower Priority)
- Managing Crowding - 42%
- Safety and security from crime while onboard or waiting for Muni - 44%
- Communicating with the public - 52%
High Rating/Low Impact (Exceeding Expectations)
- Helpful drivers/operators - 75%
- Providing access for people with disabilities - 81%
Service Attributes
Found on page 6.
The table below shows how the Muni service attributes have rated over the past three years the survey has been conducted.
| Service Attribute | % in 2024 | % in 2022 | % in 2021 |
|---|---|---|---|
| Service Attribute Providing access for people with disabilities | % in 2024 81% | % in 2022 81% | % in 2021 79% |
| Service Attribute Helpful drivers/operators^ | % in 2024 75% | % in 2022 73% | % in 2021 70% |
| Service Attribute Trips take a reasonable amount of time | % in 2024 69% | % in 2022 65% | % in 2021 57% |
| Service Attribute Providing accurate arrival estimates^ | % in 2024 64% | % in 2022 49% | % in 2021 45% |
| Service Attribute Providing frequent service^ | % in 2024 63% | % in 2022 51% | % in 2021 45% |
| Service Attribute Providing reliability (on-time performance)^ | % in 2024 60% | % in 2022 47% | % in 2021 42% |
| Service Attribute Cleaning Muni vehicles. | % in 2024 58% | % in 2022 57% | % in 2021 60% |
| Service Attribute Communicating with the public. | % in 2024 52% | % in 2022 51% | % in 2021 50% |
| Service Attribute Safety and security from crime while onboard or.. waiting for Muni | % in 2024 44% | % in 2022 42% | % in 2021 38% |
| Service Attribute Managing crowding on Muni vehicles. | % in 2024 42% | % in 2022 37% | % in 2021 38% |
^ In 2022, these were phrased as “Operator (driver) helpfulness”, “Accurate arrival predictions”, “Frequency of service”, “Reliable / On-Time performance”.
Harassment
Found on page 7.
Have you seen or experienced harassment while using Muni in the past year?
| Response | % |
|---|---|
| Response No | % 48% |
| Response Yes, I saw it happen to others | % 35% |
| Response Yes, it’s happened to me and I saw it happen to others | % 11% |
| Response Yes, it’s happened to me | % 6% |
Mode Selection
Found on page 8.
What mode(s) of transportation are you using now instead of Muni?
| Mode | % |
|---|---|
| Mode Drive | % 79% |
| Mode Walk | % 34% |
| Mode Ride hailing (e.g. Uber/Lyft) | % 25% |
| Mode Carpool | % 13% |
| Mode Other public transit (e.g. BART, SamTrans) | % 12% |
| Mode Taxi | % 10% |
| Mode Bicycle | % 6% |
Base – Have not ridden Muni in the past three years (n=55)
Trip's Main Purpose When Muni Not Selected
Found on Page 8.
Think of a recent trip when you could have used Muni, but did not, what was the main purpose of your trips?
| Purpose | % |
|---|---|
| Purpose Eat out/Social/Recreation/Entertainment | % 38% |
| Purpose Work | % 23% |
| Purpose Medical | % 22% |
| Purpose Shopping | % 17% |
| Purpose Personal Business/Errands | % 6% |
| Purpose School | % 2% |
Base – All respondents (n=553)
Incentives for Muni Use
Found on Page 9.
What could Muni do to get you to try transit for this type of trip?*
| Incentives | % |
|---|---|
| Incentives Increased frequency | % 22% |
| Incentives Faster trips | % 19% |
| Incentives More direct routes/coverage of city/Fewer transfers/Bring back | % 18% |
| Incentives Safer from crime onboard/at stop | % 15% |
| Incentives More on-time/reliable | % 14% |
| Incentives Closer stops | % 5% |
| Incentives Make it easier to carry groceries/tools/personal material | % 5% |
| Incentives Expanded hours | % 4% |
| Incentives Less crowding onboard | % 4% |
*Partial list, only responses 4% or greater overall are shown.
Information Sources
Found on page 10.
If you needed information about Muni, how would you obtain this information?*
| Sources | % |
|---|---|
| Sources Check online | % 61% |
| Sources Use an app | % 40% |
| Sources Ask Muni driver/station agent | % 14% |
| Sources Call 311/online form | % 11% |
| Sources Visit the SFMTA Customer Service Center | % 9% |
| Sources Signs at stop | % 3% |
| Sources Ask a friend/colleague/family member | % 3% |
Online Sources
Found on page 10.
| Online Sources | % |
|---|---|
| Online Sources SFMTA Website | % 53% |
| Online Sources Google Maps website | % 37% |
| Online Sources Internet search | % 8% |
| Online Sources Next Bus/Umo website | % 6% |
App Sources
Found on page 10.
| App Sources | % |
|---|---|
| App Sources Next Bus/Umo App | % 26% |
| App Sources Google Maps app | % 25% |
| App Sources MuniMobile | % 23% |
| App Sources Transit | % 14% |
| App Sources Routsey | % 7% |
| App Sources Apple Maps app | % 5% |
*Partial list, only responses 4% or greater overall are shown
How informed do you feel about Muni projects, enhancements, and service updates?
Found on page 10.
| How informed | % |
|---|---|
| How informed Very informed | % 14% |
| How informed Somewhat informed | % 40% |
| How informed Not too informed | % 27% |
| How informed Not at all informed | % 19% |
Familiarity with SFMTA Responsibilities
Found on page 11.
- In 2024, two-thirds (67%) are very/somewhat familiar with the SFMTA and its responsibilities.
- Half of respondents (52%) were at least somewhat satisfied with SFMTA’s management of transportation in San Francisco.
| How familiar | % |
|---|---|
| How familiar Very familiar | % 20% |
| How familiar Somewhat familiar | % 47% |
| How familiar Not too familiar | % 24% |
| How familiar Not at all familiar | % 9% |
Satisfaction with the SFMTA
Found on page 11.
How satisfied are you with the job SFMTA does with managing transportation in San Francisco?
| Satisfaction Rating | % |
|---|---|
| Satisfaction Rating Very Satisfied | % 12% |
| Satisfaction Rating Somewhat Satisfied | % 39% |
| Satisfaction Rating Neutral | % 18% |
| Satisfaction Rating Somewhat Dissatisfied | % 17% |
| Satisfaction Rating Very Dissatisfied | % 13% |