Cherriots Receives High Marks in Customer Satisfaction Survey

86% of riders satisfied with transit service; safety and reliability are top priorities

2025-02-04

Results from the latest customer survey – the fourth round of data collection - reaffirm consistent findings from previous years. Riders give Cherriots, the local, regional and paratransit service provider, high marks across the board.

The survey of 404 riders showed an overall satisfaction rate of 86 percent and particularly strong results in system navigation, timely service, and safety.

"These results reflect our ongoing commitment to providing reliable, safe public transportation for the Salem-Keizer community," said Allan Pollock, general manager of Cherriots. "We're especially pleased to see that 90% of our riders understand our routes and feel confident navigating our system."

Key findings from the survey include:

• 91% of respondents depend on Cherriots buses for their transportation needs – work, school, health care
• Cherriots riders primarily use the service to commute to work (59%), attend school (17%), and complete shopping and errands (11%)
• 84% feel safe riding the bus
• 89% report the bus gets them to their destination in a reasonable time
• 92% believe Cherriots provides value to the community
• 83% agree the current level of funding for Cherriots should increase during the next five years

The survey found an impressive Net Promoter Score (NPS) of 56, far surpassing the national average NPS of -21 for public transit agencies. The NPS measures customers' willingness to recommend a company's products or services.

"What's particularly encouraging is that our Net Promoter Score of 56 significantly exceeds the national average for transit services," said Pollock. "This shows that our riders aren't just satisfied - they're willing to recommend our service to others."

The survey was conducted by ETC Institute and included responses from 404 riders, with a margin of error of +/- 4.9% at the 95% confidence level.

ETC also surveyed 204 paratransit service riders. Some highlights from that survey include:

• 92% are satisfied with the overall quality of the Cherriots LIFT service
• 51% use the service to access health care
• 97% feel safe when riding the vehicle
• 95% say LIFT operators are friendly and helpful

To see the survey results in more detail, go to Cherriots Strategic Plan webpage.

Operating 362 days a year, Cherriots aims to provide safe, affordable and sustainable transportation options to the communities it serves. Cherriots assures people get to jobs, schools, and essential services, ensuring community mobility and economic vitality.

Formed in 1979, the Salem Area Mass Transit District, is a municipal corporation covering 78 square miles in the Mid-Willamette Valley between Portland and Eugene. Locally known as Cherriots, the district provides service about 500,000 residents in Marion and Polk counties. Annually, the transit district provides more than three million passenger trips.

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