Cherriots Exceeds National Benchmarks in 2025 Community and Customer Surveys

The transit agency scores 81 points higher than the national average in customer loyalty while proving to be a critical link for regional employment.

SALEM, OR – (February 11, 2026) — Cherriots has released the results of its 2025 annual surveys, showing the transit district continues to outperform national benchmarks for customer satisfaction while delivering strong community value across the Salem-Keizer region. Conducted by the independent research firm ETC Institute, the surveys highlight the role Cherriots plays not only as a transit provider, but also as a key connector to jobs, education, healthcare, and economic opportunity.

Strong Customer Satisfaction Results

Cherriots riders reported service quality well above industry norms. Key findings from the Customer Satisfaction Survey include:

• Overall Satisfaction: Customer satisfaction with bus service rated 33% higher than the national average. Of more than 400 riders surveyed, only two reported dissatisfaction.
• Essential Service: Ninety-two percent of riders rely on Cherriots to get around, with 59% primarily using the service to access employment.
• Cleanliness: Satisfaction with bus cleanliness exceeded the national average by 49%.
• Safety: Riders reported feeling safer than national benchmarks both onboard buses (+38%) and while waiting at bus stops (+41%).
• Customer Loyalty: Cherriots earned a Net Promoter Score of 65, which is 81 points higher than the national transit average of -16.
   

Recognized Community Value

The Community Value Survey, which includes input from riders and non-riders, underscores broad public recognition and support for Cherriots:

• High Awareness: 98% of Salem-area residents recognize Cherriots as the region’s public transportation provider.
• Community Value: 76% agree that Cherriots is a valuable part of the community. 46% find Cherriots to be personally valuable. Both ratings exceed national averages (+10% and +15%, respectively).
• Regional Connections: Residents rated Cherriots above national averages for providing access to medical facilities (+5%), schools (+10%), and jobs (+10%).
   

Support for Continued Investment

Survey results also show strong support for future transit investment. 85% of bus customers and 65% of Cherriots LIFT customers agree that funding for transit services should increase over the next five years to meet growing regional needs.

For more information on the 2025 survey results and Cherriots strategic initiatives, visit our Strategic Plan page.