2023 Passenger Satisfaction Survey Results Announced
Livermore Amador Valley Transit Authority (LAVTA) continues its tradition of quality transportation services in Tri-Valley communities as reported by riders in its 2023 Passenger Satisfaction survey. Wheels riders scored the agency a 4.5 / 5 rating average for quality of service including safe, clean, and reliable operations.
“Wheels continues to uphold the high standards of the communities it serves”, said Melissa Hernandez, LAVTA Board Chair and Mayor of Dublin. “Riders let us know they consider Wheels a reliable, friendly and safe option to get them to school, work, and healthcare throughout the Tri-Valley.”
The Passenger Satisfaction survey is an annual initiative to gain insight from riders. The survey addresses quality-of-service aspects that respondents are asked to grade on a scale of 1 – 5 such as schedule adherence, cleanliness of buses, and driver courtesy. It was conducted in person on buses during the months of May and June 2023 and provided in English and Spanish. Wheels staff engaged with customers while riding Rapid and local routes to achieve diversity of response from a broad demographic sample. 87% of respondents reside within the service area.
LAVTA analyses the data to identify trends and guide future objectives and strategies to improve the customer experience. Notable results from this years’ survey were increased satisfaction with on-time performance, driver friendliness, and clean and well-maintained buses. The 2023 survey is the first to be completed “post-pandemic” (last performed 2019) and indicates a high level of rider confidence as they return to transit.
For more information on Wheels and its services, visit www.wheelsbus.com or contact customer service at 925-455-7500. Keep up to date with company news, schedule changes and rider alerts by following us on Facebook, Instagram and X @wheelsbus.
About the Livermore Amador Valley Transit Authority
The Livermore Amador Valley Transit Authority (LAVTA) was created in 1985 by the cities of Dublin, Livermore, Pleasanton, and Alameda County to serve area transit needs. In 2018 and 2019, LAVTA was named Transit Agency of the Year by the California Transit Association and the California Association for Coordinated Transportation, respectively. In 2020, LAVTA was named the top transit agency of its size in North America by the American Public Transportation Association.
