In a survey of Metro Transit riders completed in late 2025, more light rail riders reported feeling safer and more satisfied compared to 2024.
In the same survey, two of three respondents said they were satisfied or very satisfied with Metro Transit service and 38% said they expected to ride more in the next year.
“These encouraging results are a sign that our improvement efforts are having a positive impact,” General Manager Lesley Kandaras said. “At the same time, this survey also serves as a reminder that we are still striving to provide a consistently clean, safe and welcoming experience on our system.”
The 2025 Customer Satisfaction Survey was available between early November and early December 2025. The survey received 2,374 responses, primarily from frequent and recent riders. Key findings include:
- 2 of 3 respondents are satisfied or very satisfied with their Metro Transit experience, consistent with 2024 results.
- Half of respondents reported riding more than a year ago; 38% said they expected to ride more in the next year.
- 60% of light rail riders said they were more satisfied than they were a year ago, the biggest improvement in satisfaction among all modes.
- 49% of respondents said they agreed or strongly agreed they feel safe on trains, up 16% from 2023.
- 44% of respondents said they agreed or strongly agreed they feel safe at light rail stations, up 16% from 2023.
- 50% of riders said they saw Metro Transit police officers at least sometimes; 72% said they saw TRIP Agents at least sometimes when riding light rail or bus rapid transit.
- 48% percent of respondents said they found buses and trains to be clean and comfortable, up 6% compared to 2023.
- 34% of respondents said they found stops and stations to be clean and comfortable, up 9% compared to 2023.
Guided by the Safety & Security Action Plan, Metro Transit is investing in expanded layers of official presence and in facilities and vehicle maintenance.
The agency has also joined a growing number of transit agencies with a team dedicated to customer experience.
Working both in the field and behind the scenes, this team is dedicated to helping the agency provide quicker responses to feedback that comes from a variety of places and to developing strategic, proactive solutions to commonly reported issues.
Continue sharing your feedback
Improving the customer experience is a top priority, and your feedback plays a key role in helping us understand how we can do better. To provide feedback:
- Reach out through our website, email, or by phone at 612-373-3333
- Connect with leadership at a community meeting or listening session
- When prompted, rate your ride or stop when prompted through the transit app (feedback provided through the app is shared with Metro Transit)