AC TRANSIT RIDERS DELIVER A RESOUNDING VOTE OF CONFIDENCE

AC TRANSIT RIDERS DELIVER A RESOUNDING VOTE OF CONFIDENCE

An independent survey finds 3 out of 4 riders are satisfied, exceeding national benchmarks

OAKLAND, Calif. - The Alameda-Contra Costa Transit District (AC Transit) announced today that an independent rider survey found three out of every four riders are satisfied with their experience, with 75 percent rating the service provided by California's largest bus-only transit agency as either "Very Satisfied" or "Satisfied."

AC Transit commissioned the rider survey, which was conducted by ETC Institute over several weeks during the spring of 2026 using a combination of onboard and bus stop intercept interviews.

"AC Transit is the backbone of public transportation for our East Bay communities," said General Manager Salvador Llamas. "We are thrilled that so many riders recognize we are moving in the right direction and delivering the reliable, customer-focused service they depend on every day. This strong vote of confidence reflects the dedication of our employees and reinforces our commitment to continuous improvement as we keep the East Bay moving and connecting to the Bay Area transit network."

The survey highlights strong rider satisfaction across several key service measures:

• Overall Rider Satisfaction: 75% (National: 56%)
• Operator Professionalism: 79% (National: 61%)
• Comfort While Riding: 75% (National: 51%)
• Value For The Fare Paid: 70% (National: 60%)
• Access to Information: 70% (National: 54%)
• Personal Safety Onboard Buses: 68% (National: 43%)
• On-time Bus Arrivals: 67% (National: 48%)
• Cleanliness of Buses: 66% (National: 38%)

Just as importantly, the survey provides valuable insights into where AC Transit can continue improving and delivering an even better rider experience. Although we continue to exceed national averages in arrivals, onboard safety, and service communications, survey findings point to opportunities to collaborate with city partners to "Deliver on our Commitments" and "Connect with our Communities" - core priorities of our newly launched 'One East Bay. One AC Transit':

• Frequency of Buses: 65% (National: 54%)
• Personal Safety while waiting on city streets at bus stops: 62% (National: 35%)
• Service Alerts & Emergency Communications: 61% (National: 52%)

The survey results send a powerful message: AC Transit is not just earning high marks from our riders; we are outperforming transit agencies nationwide.

With a Net Promoter Score of 25 AC Transit riders demonstrated a strong willingness to recommend us to their friends and family. In fact, AC Transit far surpassed the national benchmark of negative 16, where zero is neutral. Net Promoter is a widely recognized measure of customer loyalty and willingness to recommend a service.

The AC Transit survey featured a stronger and more reliable methodology, reflecting the opinions of riders actively using the bus network, rather than relying on email or online questionnaires.

Based on survey data from more than 80 transit agencies across all 50 states, AC Transit riders are substantially more likely to recommend our bus network to family, friends, and colleagues.

The survey underscores the value, reliability, and essential role AC Transit plays in the lives of East Bay communities every day.

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The Alameda-Contra Costa Transit District is California's largest bus only transit agency and third largest in the US, providing an average of nearly 135,000 daily passenger trips with 133 bus lines throughout the 364-square-mile service area. AC Transit provides safe, convenient, courteous, and reliable service in 13 cities and adjacent unincorporated areas in Alameda and Contra Costa counties as well as carrying almost 7,000 daily riders across the bay to San Francisco.