The Customer Satisfaction Survey (CSS) helps SEPTA better understand riders’ travel experiences on the system and identify and address any issues with service. In this quarterly survey, customers provide ratings on Key Performance Indicators (KPI) related to SEPTA service on a scale of 1 to 5. In the interactive chart below, you can check the box next to each KPI you are interested in to view its average quarterly rating since the start of 2023:
Customer Satisfaction Survey Results Summary
3,567 riders completed the SEPTA Customer Satisfaction Survey in the second quarter of 2025. Some key takeaways from the data:
- Overall Satisfaction averaged 3.5 on a scale of 1 to 5 in Q2 of 2025. This was a statistically significant increase from Q2 2024’s rating of 3.2.
- Reliability (OTP) ratings also rose significantly to 3.5 in Q2, up from 3.1 in Q2 2024.
- SEPTA has bolstered cleaning staff to include over 700 cleaners, maintenance custodians and supervisors in order to improve cleanliness throughout the system. This investment is beginning to bear fruit as overall perceptions of cleanliness have risen systemwide:
- Onboard Cleanliness rose to 3.3 in Q2 2025, the highest average to date and a statistically significant improvement from Q2 2024.
- Station/Transit Center Cleanliness rose to 3.1 average rating in Q2 2025, also up significantly from last year.
- SEPTA has also made significant investments in improving safety and security on the system. Since this survey began, the Authority has increased SEPTA Police Department headcount by more than 20% and increased enforcement of fare evasion and other quality of life crimes by more than 100%. As a result, security ratings are also trending in the right direction:
- Average Onboard Security ratings reached 3.5 in Q2 2025 for the first time, a significant improvement from all previous quarters.
- Station/Transit Center Security ratings rose to 3.1 in Q2 2025, also up significantly from previous years’ performance.
- Employee Courtesy ratings rose significantly from last year, as well, reaching 3.9 in Q2 2025.
- As SEPTA continues to enhance fare instrument offerings, rider satisfaction with their Ease of Fare Purchase reached 4.4 in Q4 of 2023 when contactless payment was introduced and has maintained at that high level since.
Track SEPTA’s Progress
We are committed to improving 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.