TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: 2026 Customer Satisfaction Survey
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving a report of findings from AC Transit's 2026 customer satisfaction survey.
Staff Contact:
Claudia Burgos, Executive Director of External Affairs & Customer Experience
Body
STRATEGIC IMPORTANCE:
Goal - Strong Public and Policymaker Support
Initiative - Service Quality
Customer satisfaction is an important measure of rider experience and provides valuable insight into how riders perceive AC Transit services. Survey results help identify strengths, opportunities for improvement, and priorities that matter most to riders. Customer satisfaction directly aligns with the District Priority: Rider Experience and Customer Satisfaction.
BUDGETARY/FISCAL IMPACT:
There is no immediate budgetary impact associated with this briefing item.
BACKGROUND/RATIONALE:
In Spring 2026, AC Transit conducted a Customer Satisfaction Survey to assess rider satisfaction with District services and identify opportunities to improve the rider experience. The survey was conducted by ETC Institute using an onboard and bus stop intercept methodology. Surveys were available in multiple languages and administered between April 14 - May 2, 2026. A total of 3,761 completed surveys were collected, resulting in a 74% response rate and 94% completion rate. The survey results are statistically representative of AC Transit riders, with demographic characteristics that closely align with the 2025 Rider Profile Survey. The survey had an overall margin of error of ?1.6% at the 95% confidence level.
The 2026 survey included 15 core satisfaction questions and evaluated overall customer satisfaction, rider loyalty, satisfaction with 15 service attributes, and the relative importance riders place on those attributes. Compared to the 2023 survey, the 2026 survey ...
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