Studies and Surveys
At TriMet, we work to make sure our improvements match what people in our communities want and need. Each year, we ask riders questions in surveys — online and onboard — to learn how and why they ride, or why they don’t. The answers help us find ways to make riding better and easier. This page shares information about our research work. For more information, you can email us at research@trimet.org
On-Board Surveys
Multiple times per year, we meet riders where they are — onboard MAX trains and buses — to collect information about who they are, where they’re going, and how changes like fare adjustments and service changes are affecting them. Our staff use tablets and paper surveys to gather data. Results from our onboard surveys support planning, marketing, Title VI Program updates, and Federal Transit Administration (FTA) initiatives. Our regular onboard surveys address:
- Ridership
- Fare evasion
- Customer satisfaction
- Pre/post service changes
- Origin and destination studies
- Title VI Program knowledge and impacts
- Automatic Passenger Counter (APC) verification
- Bus and rail operator experience and satisfaction
Online Surveys
Each year, we send out the Attitudes & Awareness (A&A) Survey to people living in Multnomah, Clackamas, Clark, and Washington counties. Invitations are shared by mail, through our Riders Club email, and on social media. The survey is available in 12 languages, and people can get help from an interpreter or by phone if they need support with reading or language.
The A&A Survey helps us understand how riders and non-riders feel about Portland, TriMet, and their transportation needs and challenges — and how those feelings may have changed over time. We also ask how people travel, how often they use transit, how they describe themselves, and what their household is like. This helps us make better plans that match the needs of different communities in our area.
A company called PRR runs the survey with help from TriMet’s research team. You can find the final reports from the last four surveys here:
Throughout the year, we may also share online surveys from outside groups, like universities, government entities, transportation research firms, and other transit agencies. These are usually only shared in our emailed newsletters and social media accounts. When we take part in these surveys, we sign agreements to keep ours and others’ data private. In return, we get to see information about how TriMet compares to transit agencies in different areas.
Focus Groups
Our research team also uses focus groups — both in person and online — and open house events to hear from the community. These conversations help us learn from people with different backgrounds, including differences in language, race, gender, ability, and age. We ask about riders’ and non-riders’ experiences with TriMet and listen to their stories. Our online focus group, the Marketing Feedback Panel, asks people to review our ads, messages, and materials before they go public, and share helpful feedback.
Focus group results give us extra insight to help interpret our survey findings. They help us spot areas where our services, tools, or messages may not be working well for all riders — especially those from underrepresented groups — so we can make improvements that better meet every communities’ needs.
Past and current focus group topics include:
- Language accessibility and use of language services
- Marketing feedback
- Safety and security
- Cleanliness
For more information about TriMet’s customer experience research program, or to partner on future research, please contact research@trimet.org.
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