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BART Customer Satisfaction

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BART Statistics from Customer Satisfaction Report, 2019

Since 2012, there has been a nearly 30% decrease in satisfaction with BART. Ridership hit an all-time high in 2016, but since then has been decreasing due to frustrations with the BART system.

We looked at the individual factors and connected them to overarching attributes of the BART as a whole. Among other issues that stem from overcrowding, concerns about safety are dominant in BART's customers' concerns.

Largest drops in satisfaction from 2016 to 2018

  • Enforcement against fare evasion (-20%)

  • Personal security (-16%)

  • Presence of BART police in stations (-15%)

  • Train interior cleanliness (-14%)

  • Cleanliness/condition of train floors (-12%)

  • Presence of BART police on trains (-12%)

Lowest rated service attributes

  • Addressing homelessness

  • Restroom cleanliness

  • Presence of BART police on trains

  • Elevator cleanliness

  • Enforcement against fare evasion

However, studying the Customer Satisfaction Report yielded limited results. We believe in order to hear real and detailed feedback, a more direct method of communication should be utilized.

Additional Research

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