Over the past several weeks the world around us has changed. In keeping with our customer-focused vision, Metrolink recently surveyed our current riders, as well as those who stopped riding when the State’s stay-at-home order was issued. We sought to explore their concerns and expectations of us and our service. The findings will be used to inform Metrolink’s service recovery plans and our efforts to re-imagine Metrolink to best serve our customers once the stay-at-home orders are lifted.
Some survey highlights are below - here is a link to more. Survey Results PDF
The online survey was open between April 23-28 and was available at Metrolinktrains.com. A link to the survey was emailed to 226,292 Metrolink email subscribers and mobile app account holders. Riders were also encouraged to participate in the survey through posts on Metrolink social media channels
We were encouraged by our riders’ interest in providing feedback. 32.3% of them opened the email inviting them to take the survey and 5.3% clicked through to the survey – which is above industry averages. Those who completed the survey were entered to win $100 gift cards to Amazon or Target.
11,069 Metrolink riders throughout our service area completed the survey.
The data has been weighted to be proportionally representative of Metrolink ridership.
All responses related to this survey were anonymized and only survey responses were disclosed. Metrolink takes riders privacy seriously and at no point is the customers’ personal information shared.
Data was collected from Metrolink passengers between April 23 – April 28, 2020 via an online survey. Results are specific to Metrolink riders, and not reflective of the general US population.
The findings will be used to inform Metrolink’s transportation plans and our efforts to reimagine Metrolink to best serve its customers once the stay-at-home orders are lifted.
The survey sought to understand concerns and future expectations of Metrolink riders once the stay-at-home order is lifted.