Customer Rating of Cleanliness of Muni Vehicles

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Target: 3.0 out of 5

Result: 2.9 out of 5

Quarterly customer satisfaction surveys ask respondents to give ratings on a 1-to-5 scale, with 5 being the best. These surveys give stakeholders a periodic ‘pulse check’ of overall customer satisfaction with transit services and enable San Francisco Municipal Transportation Agency (SFMTA) staff to periodically measures progress toward improving service. Customer perceptions of cleanliness of Muni vehicles is an important contributor to the SFMTA’s strategic goal of making transit one of the preferred means of travel in San Francisco, and supporting the City’s Transit First policy.

The San Francisco City Survey, conducted every two years by the Controller’s Office, shows that Muni is one of the most common ways that San Franciscans directly engage with city services. Over 83 percent of respondents to the 2015 City Survey used Muni within the previous year. Even among those who drive alone daily, 68 percent had used Muni in the past year (and 26 percent of those who “generally only use car-based transportation”). Increasing customer satisfaction with Muni service is an important part of increasing satisfaction with city services overall.



According to the 2015 Annual Muni Ridership Survey, the rating of vehicle cleanliness has declined since 2014 and vehicle and station cleanliness is the second-highest rated aspect of Muni that customers would like to see improved. According to the online quarterly customer satisfaction survey presented in this scorecard, the average customer rating of cleanliness of Muni vehicles has increased incrementally each quarter since the beginning of 2015Ongoing fleet replacement should continue to have a positive impact on future rating of vehicle cleanliness as older vehicles with the most visible wear and tear are retired from service. In calendar year 2016, a total of 196 coaches will be retired, and the entire rubber tire fleet is scheduled to be replaced by 2019.

These results are consistent overall with the bi-annual San Francisco City Survey. Of the 35 different aspects of city services respondents were asked to rate in 2015, only three received a grade below a “B-,” one of which was Muni cleanliness (“C+”). Other Muni ratings included overall satisfaction with Muni (“B-”), managing crowding (“C”), courtesy of drivers (“B”), frequency or reliability (“B-”), and safety (“B-”).

How Performance is Measured

Results from the online quarterly customer satisfaction survey are reported as an average score on a 1 to 5 scale for the question, “Please rate the cleanliness of Muni Vehicles.” Results are based on a non-probability sample from opt-in SFMTA online panel surveys and have been weighted to reflect the geographic distribution of the San Francisco population. Baseline data was collected in Q3 of FY14. To control for variability in response rates across San Francisco ZIP codes, responses are weighted by response rate relative to share of population. Because the sample is based on an opt-in panel rather than a probability sample, no estimates of sampling error can be calculated.

The number displayed on the scorecard page represents a fiscal year average of the values in the chart above.

Additional Information


Please visit DataSF for the scorecard data.