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Metrolink’s Customer Survey Highlights Continued Importance of Service

Seven of every 10 riders still taking Metrolink while stay-at-home orders are in place identify themselves as essential workers, according to the results of a COVID-19 Customer Survey by Metrolink. More than one half of these respondents either work in healthcare (39%) or transportation/logistics (14%), and nearly one-third (32%) have no vehicle and rely on Metrolink to get to their jobs.

The findings will be used to inform Metrolink’s transportation plans and its efforts to reimagine Metrolink to best serve its customers once the stay-at-home orders are lifted.

More than 11,000 people from throughout Metrolink’s six-county service area responded to the online survey. Metrolink serves Orange County with three lines and 12 stations.

The survey found that 81% of all respondents are likely to return to Metrolink – but not all at once. While 29% indicate they will return as soon as the stay-at-home orders are lifted, some plan to wait for schools to re-open or for a vaccine or related treatment to be available.

A critical part of the survey was to understand riders’ concerns and expectations of Metrolink as stay-at-home-orders are eased and eventually lifted. Overwhelmingly, riders are concerned about safety and expect expanded social distancing and cleanliness measures.

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