2026 SORTA MetroNow! Customer Satisfaction Survey default user Please enter your ETC email address. SURVEYNUMBER Survey number: Only numbers may be entered in this field. Satisfaction and Use idbkp 1660 1660 IPGL Location data from IP: IP address Country Region City Latitude Longitude Postal code Time zone Q1 How satisfied are you with the overall MetroNow! service? Choose one of the following answers Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied No answer Q2 How satisfied are you with using MetroNow! App? Choose one of the following answers Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied No answer Q3 Please indicate your level of satisfaction with the following: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer 1. Operating hours of MetroNow! service Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer 2. Cost to use the MetroNow! service Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer 3. Courteousness and professionalism of the operators Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer 4. Availability of MetroNow! services Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer 5. Wait time for the ride to arrive Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied No answer Q4 Which TWO of the items listed in Question 3 do you think are the MOST IMPORTANT? [For example, if “Availability” is the most important, select “4. Availability of MetroNow! services” from the drop-down list next to 1st.] Each item may only be selected once. 1st: Please choose... 1. Operating hours of MetroNow! service 2. Cost to use the MetroNow! service 3. Courteousness and professionalism of the operators 4. Availability of MetroNow! services 5. Wait time for the ride to arrive 2nd: Please choose... 1. Operating hours of MetroNow! service 2. Cost to use the MetroNow! service 3. Courteousness and professionalism of the operators 4. Availability of MetroNow! services 5. Wait time for the ride to arrive Q5 How often do you use MetroNow! services? Choose one of the following answers Daily Several times per week About once a week 1-3 times per month Less than once a month This is my first trip No answer Q6 For what purpose do you use MetroNow! services most often? Choose one of the following answers Work School Medical Shopping Connecting to fixed-route Other No answer Q6x6 Please define "Other." Q7 If MetroNow! were not available, how would you make the trips that you normally make using MetroNow!? Choose one of the following answers Drive Rideshare (Uber/Lyft) Ask for a ride Would not make the trips Walk or ride a bike Other No answer Q7x6 Please define "Other." Improvement and Trips Q8 Has MetroNow! improved your access to jobs, groceries, healthcare, or other essentials? Choose one of the following answers Significantly Somewhat No change Not sure No answer Q9 What is your typical pick up wait time for your MetroNow! service? Choose one of the following answers 5-10 mins 11-20 mins 21-30 mins 31-40 mins 41+ mins Other No answer Q9x6 Please define "Other." Q10 List 3 nearby locations (within a mile) outside of the MetroNow! zone to which you would like MetroNow! to provide service. 1. Location Name/Address: 2. Location Name/Address: 3. Location Name/Address: Q11 Do you ever transfer to/from MetroNow! to a regular Metro route? Choose one of the following answers Yes No No answer Q12 How do you primarily schedule your MetroNow! trips? Choose one of the following answers App Phone Call No answer Q12a How easy is it to book your trip through the app? Choose one of the following answers Very easy Easy Neutral Difficult Very difficult No answer Q12b Does the app provide clear and accurate trip information? Choose one of the following answers Always Usually Sometimes Rarely Never No answer Q12c How confident are you in the app’s arrival estimates? Choose one of the following answers Very confident Confident Neutral Not confident No answer Q12d Do you receive clear notifications about your trip status? Choose one of the following answers Yes, very clear Mostly clear Somewhat confusing Not clear No answer Q12e How long did you typically wait before speaking to a representative? Choose one of the following answers Less than 1 minute 1-3 minutes 3-5 minutes More than 5 minutes I hung up and called back No answer Q12f Do you feel confident your trip is successfully scheduled before the call is ended? Choose one of the following answers Very confident Confident Neutral Not confident No answer Q12g How would you rate the customer service representatives? Excellent Good Fair Poor No answer 1. Professional and courteous Excellent Good Fair Poor No answer 2. Clear in explaining pickup details Excellent Good Fair Poor No answer 3. Helpful in answering questions Excellent Good Fair Poor No answer Q12h Do the representatives clearly confirm your pickup time and location? Choose one of the following answers Yes Somewhat No No answer Payment and Communication Q13 How do you usually pay for your trip? Choose one of the following answers Cash Payment App No answer Q13a Why do you choose to pay with cash? Select all that apply I do not have a bank account I prefer not to use cards I do not trust digital payments It's easier I do not use smartphones I do not want to enter card information Habit Other Q13ax8 Please define "Other." Q13b Is having exact change a challenge for you? Choose one of the following answers Usually Sometimes Rarely Never No answer Q13c Would you feel comfortable switching to digital payment in the future? Choose one of the following answers Yes Maybe No No answer Q13d Does needing a separate payment app influence your decision to pay with cash? Choose one of the following answers Yes No Not sure No answer Q13e Is the payment process easy to complete? Choose one of the following answers Very easy Easy Neutral Difficult Very difficult No answer Q13f How clear is it that you need a separate app to complete payments? Choose one of the following answers Very clear Mostly clear Somewhat confusing Not clear No answer Q13g Would you prefer payment to be built directly into the MetroNow! app? Choose one of the following answers Yes No No preference No answer Q14 How do you recall receiving information from or communicating with Metro during the past year? Select all that apply MetroNow! app Signs or posters at stops, transit centers, or onboard vehicles Metro's website Social media Email Metro's Customer Care Text message TV, radio, newspaper Q15 What can MetroNow! do to enhance your ridership experience? Demographics Q16 What is your age? Choose one of the following answers Less than 18 18-24 25-34 35-44 45-54 55-64 65+ Prefer not to say No answer Q17 What is your gender? Choose one of the following answers Male Female Non-binary Prefer to self-describe Prefer not to say No answer Q17x4 Please describe your gender. Hispanic Are you or any members of your family of Hispanic or Latino ancestry? Choose one of the following answers Yes No No answer Q18 What is your race/ethnicity? Select all that apply Asian or Asian Indian Black or African American American Indian or Alaska Native White Native Hawaiian or other Pacific Islander Hispanic or Latino Korean Chinese Middle Eastern or North African Slavic/Eastern European Unknown/Don't know Prefer not to say Other Q18x99 Please describe your race/ethnicity. Q19 Which of the following best describes your income status? Choose one of the following answers Less than $10,000 $10,000 - $24,999 $25,000 - $49,999 $50,000 - $99,999 $100,000 - $199,999 $200,000 or more Student Retired Prefer not to say No answer Q20 Home Zip Code: Please enter your 5-digit zip code. Q21 Thank you for taking the time to take this survey. Your feedback is very important to Metro. Would you like to be entered into the drawing for a chance to win one of three (3) $50 VISA gift cards? [The gift card will be sent via email only and is limited to one entry per household.] Choose one of the following answers Yes No No answer Disclosure: ETC Institute is dedicated to our clients and does not sell your information to any organizations or individuals. Your privacy is important above all else. If you would like to read more, follow this link: ETC Institute's Private Policy Q22 Can we invite you to participate in occasional Metro feedback opportunities? Choose one of the following answers Yes No No answer Q23 Would you like to receive communications from Metro? Choose one of the following answers Yes No No answer Q24 Please provide your contact information. Name: Phone: Email: Spanish Was this survey completed in Spanish? Choose one of the following answers Yes No answer Notes Notes: Extra Area, Zone, District, etc... edit this and Question Code as needed. Choose one of the following answers 1 2 3 4 5 6 7 8 9 10 No answer (This question is mandatory) Validation To validate your response, please provide the following information. Address: City: Zip Code: [Examples:Address: 123 Main StZip Code: 99999] Incentive Thank you for completing the survey. Incentives are only sent by email and will arrive 24 to 48 hours after completion of the survey. Please provide the email address you want to use to access your $10 gift card. (Limited to one incentive per household within the study area.) First Name: Email: Phone Number: Submit Load unfinished survey Resume later Please confirm you want to clear your response? Exit and clear survey Load unfinished survey Resume later Exit and clear survey