SAN BERNARDINO, CA— Omnitrans received marked improvement in customers’ feelings of safety when waiting for and riding the bus, as well as a five percentage point increase in overall satisfaction, in the 2025 American Bus Benchmarking Group (ABBG) Survey.
Conducted annually every spring, the customer survey measures satisfaction with 20 questions in nine key areas among ABBG members. The ABBG is a consortium of 27 mid-sized transit agencies from around the country that was developed in 2011 to benchmark performance, share experiences and establish best practices.
“We are pleased that this year’s survey revealed an 11-percentage point increase in customers’ feeling safe on our service,” said Omnitrans CEO/General Manager, Erin Rogers. “Safety always is Omnitrans top priority, and we are proud of the efforts we’ve made to enhance our customers’ experience.”
The agency continues to implement a number of initiatives to further its safety and security efforts. These include bus stop lighting, roving onboard security officers, and partnerships that include plans for a Fontana Police Department Substation at the Fontana Transit Center. The agency’s San Bernardino Transit Center also has security officers on hand 24 hours a day, 7 days a week.
Overall customer satisfaction also rose from 76 to 81 percent, above the average of all ABBG agencies participating. Omnitrans’ net promoter score, or customers who would recommend its service to family and friends, rose five places to 40.
Rounding out the survey were improved Omnitrans ratings in the areas of driver professionalism, ease of use, convenience of fare purchase, and bus availability.
