MiWay Customer Satisfaction Survey – Spring 2025

MiWay is committed to delivering excellent transit services that reflect the needs and priorities of our community. To ensure we’re meeting your expectations, we conducted the Spring 2025 Customer Satisfaction Survey to hear directly from riders and residents.

• Survey Opened: March 2025
• Survey Closed: April 30, 2025

Thank you to everyone who participated. Your feedback helps shape service improvements across our network.

• Reliability is your top priority. You want buses to arrive and depart on time, with fewer missed connections and more consistent schedules—especially evenings and weekends.
• Customer service matters. Friendly, professional interactions with our staff and operators make a real difference, and there’s room to improve in digital channels and phone support.
• Service frequency needs attention. Many of you asked for more frequent buses, particularly during off-peak hours.
• Information and communication are key. Clear signage, real-time updates, and timely alerts about delays help you plan with confidence.
• Safety remains a strength. Most riders feel safe on MiWay, and we’ll keep maintaining and enhancing this standard.

• Improve reliability through schedule monitoring and adjustments, on-time performance, and proactive disruption communication.
• Enhance customer service training across in-person, phone, and digital channels.
• Increase service frequency on key routes, especially evenings and weekends.
• Optimize route planning and increase service frequencies on the busiest corridors.
• Upgrade signage and digital alerts to keep you informed in real time.
• Maintain and strengthen safety measures onboard and at stops.