Rider Trust Index overview
A hybrid metric blending operational data (response times, incidents, complaints, ridership) with rider sentiment and feedback to produce a public-facing trust score for board, press and FTA reporting.
Reporting period · March 2025
Trust Index headline
Composite of operational data and rider sentiment · monthly cadence.
Above baseline 3 months running
68.4/100
Index · March
+1.8 vs. February (66.6)
Largest contributor: P1 SLA improvement (+1.1). Rider sentiment held steady at 71/100 despite seasonal complaint surge. Baseline of 64.2 set January 2024 holds firm.
Operational +0.9
Sentiment +0.4
Ridership +0.3
Incident penalty −0.1
Complaint resolution +0.3
Composition of score
Per-component contribution & weight.
P1 Response SLA
88
0.22
Incident frequency
62
0.18
Complaint resolution
74
0.16
Ridership recovery
68
0.14
Rider sentiment survey
71
0.12
Fare evasion impact
48
0.10
Cleanliness mentions
55
0.08
Weights set by GM's office quarterly. Last weight review: Feb 14, 2025. Open weights doc ↗
Trust by line & station
Where the score concentrates · MoM delta highlights.
| Line / Station | Trust score | Δ vs. Feb | SLA | Sentiment | Complaints | Ridership |
|---|---|---|---|---|---|---|
Line 1 · Yellow (Antioch–SFO/Millbrae) | 71 | +2.4 | 93% | 72 | −6% | +3.2% |
Line 2 · Orange (Richmond–Berryessa) | 66 | +0.9 | 91% | 68 | +8% | +1.4% |
Line 3 · Green (Berryessa–Daly City) | 69 | +1.6 | 95% | 70 | −2% | +2.0% |
Line 4 · Red (Richmond–Millbrae) | 64 | −0.4 | 89% | 64 | +12% | −0.3% |
Civic Center / UN Plaza Lowest scoring station this month | 52 | −2.1 | 82% | 48 | +38% | −1.0% |
Embarcadero Highest-trust hub | 78 | +3.2 | 97% | 79 | −18% | +5.6% |
Rider sentiment signal
Survey + ELERTS sentiment · weighted 12% of total score.
Feels safe (commute)
71%
▲ +3pp MoM3,221 responses · ±2.1pp
Net Promoter (BART app)
+22
▲ +4 MoMApp rating 4.3 · 81k reviews
ELERTS sentiment
0.41
~ flatPolarity score · −1 to +1
Board & press talking points
Auto-generated for the GM's office & board pack.
①
Trust above baseline for 3rd month running
Strongest sustained run since the index was established Jan 2024.
②
P1 SLA the largest single driver this month
94.2% on a 5:00 target — credit to the predictive deployment loop.
③
Civic Center is the trust drag
Complaint surge concentrated 14:00–18:00 — Lt. has approved repositioning.
Rider Trust Index · v1.4 · CR-005 · DF-026
Snapshot frozen 03/01 09:00 PT · Next refresh 04/01 09:00 PT