Latest SEPTA Customer Satisfaction Survey
At SEPTA, we’re serious about change, and our focus on providing cleaner, safer and more reliable service starts with listening to our riders. That’s why we conduct a quarterly Customer Satisfaction Survey – to hear directly about riders’ travel experiences and to make sure that what we’re doing translates into real, tangible improvements. The quarterly survey helps us track our progress and informs our decisions on priority issues across the system.
Explore the interactive chart below to see how riders have rated their experiences (on a scale of 1 to 5).
Q4 2025 Results Summary
In Q4 2025, SEPTA’s systemwide overall satisfaction score average was 3.4 out of 5, an improvement from 3.3 in Q4 2024, though slightly below the Q3 2025 mark. Compared to Q4 2024, customers reported gains in systemwide reliability, cleanliness, safety/security and employee courtesy KPI.
While the systemwide average ratings trended up year-to-year, individual networks experienced notable challenges. While Bus riders continued to see steady, year-over-year improvements in service quality in Q4, Regional Rail and portions of the Metro network faced disruptions that weighed on the customer experience.
On Regional Rail, FRA‑mandated safety inspections and subsequent repair work reduced train car availability, leading to more canceled trips. Metro riders were impacted as well, with the trolley tunnel closure starting in mid‑November creating service adjustments. Additionally, cleanliness and security metrics for Metro service have improved year-to-year but these satisfaction ratings indicate that we must improve in these areas to meet customer expectations.
There’s good news looking ahead: Regional Rail cancellations have since declined, and the trolley tunnel reopened in Q1 2026. Still, the operational impacts felt in Q4 were significant and shaped the quarter’s customer experience. Moving forward, SEPTA continues to advance long‑term initiatives aimed at strengthening reliability, improving cleanliness and enhancing system safety, and these efforts are already contributing to better customer experiences and stronger KPI performance.
Strategic investments in these areas that have made a positive difference in customer perceptions include:
Improving reliability
We’re turbocharging hiring…
Hiring for Bus and Metro operators is up 39% in 2025 compared to 2024 – that jump (literally) drives the success of our transit system. Nobody likes reading or hearing “delays due to operator unavailability” (especially us), and more operators means more reliable service for our customers. Every month, we’re graduating new classes of operators, conductors and engineers to deliver the service you need. Want to help? Learn more about how to find a rewarding career at SEPTA.
…and that is leading to better service for riders.
Thanks to increased operator staffing, our riders are seeing real improvements in service reliability. In the fourth quarter of 2025, missed bus trips dropped by an impressive 37% compared to the same period in 2024. More operators on the road means fewer disruptions—and a smoother, more dependable ride for everyone.
Cleaning up our act
We’ve expanded our team of cleaners by 100+ people…
Since the start of 2023, we’ve added more than 100 additional cleaners to our ranks, significantly accelerating our pace of hiring. Just as our ridership continues to grow, our new cleaners are ensuring stations and vehicles can be cleaned more frequently, supporting the improved customer experience for all riders.
…And we’re making data-driven decisions to make the most of them.
We’re being smarter about where to allocate our limited resources, leveraging data to deploy staff where and when they’re most needed.
Improving safety and security
We’ve achieved significant reductions in crime.
Serious crime on the system reached its lowest level since at least 2015, and 2025 marks the second straight year in which totals fell below pre-pandemic levels. SEPTA Transit Police reported a 6% reduction in serious crimes in 2025 compared to 2024, including a 33% reduction in gun violence.
Our Transit Police force continues to grow…
SEPTA has made major investments in safety and security, growing our Transit Police force by 21% since the start of FY 2023. More officers on patrol means a safer system for everyone.
…And they’re increasing enforcement across the board.
SEPTA Transit Police have also stepped-up enforcement of fare evasion. In 2025, SEPTA Transit Police issued 48% more citations for fare evasion than in 2024. Additionally, SEPTA is on track to install more than 200 full-height fare gates at 14 stations by this summer in order to stop fare evasion before it starts.
And prioritizing customer service
We’re making using SEPTA easier than ever…
From entrances and exits to maps and safety signage, it’s getting a lot easier to find your way around SEPTA safely and confidently. New wayfinding and signage throughout the SEPTA Metro network is making sure you can find your way around the city and region no matter where you’re from, what language you speak, or your disability status.
Paying your fare more convenient…
In 2025, SEPTA became the first commuter rail system in the United States to accept contactless payment. The era of converting cash to tickets and transit cards is over, and SEPTA is leading the way. Now, all riders can just simply tap to pay with any credit, debit, and mobile payment option across our three networks: Bus, Metro and Regional Rail.
And providing information in real time.
We’ve significantly improved the availability of accurate information about bus and train arrivals for riders on apps, websites and on the platform. For the first time, L stations are piloting countdown clocks, and you’re much less likely to be “ghosted” by a canceled bus thanks to the SEPTA employee-led “Ghost Busters” project. We also began showing improved detour information on the SEPTA website and at stops.
No matter what, we’re here to help.
Systemwide employee courtesy ratings were higher in 2025 than in any previous year since the survey began in 2023. Our customers are why we do this job, and we’re happy when you’re happy.
Now What? SEPTA Customer Experience Moving Forward
We aren’t finished. There is more work to do to improve the SEPTA Customer Experience, and riders can use the Customer Satisfaction Survey to monitor the results of our efforts. Please check back here as we update the results each quarter.
Riders First. Contribute to SEPTA’s Transformation!
SEPTA’s transformation of our customer experience is driven by your feedback, showing us where we must improve in providing a clean, safe and reliable ride. Our Customer Satisfaction Survey is used to guide us along with feedback shared via phone, our website and our in-person customer service centers.