Thank you to everyone who participated in the 14 Mission Customer Experience Pilot. The project has ended, and we’re reviewing what we learned to continue improving Muni service.
The SFMTA has worked hard to improve riders’ experiences, earning our highest approval ratings ever. And we know there is still more we can do. We’ve heard from riders through 311, surveys, focus groups, and other channels. In response, we tested a two-week pilot on the 14 Mission from September 29 to October 9, 2025, to explore new ways to make Muni cleaner and safer.
What We Did During the Pilot
During the pilot, ambassadors rode the 14 Mission to monitor conditions, talk with riders, answer questions, and help address issues onboard. While operators focused on running the vehicle safely, our ambassadors provided extra support to customers. Cleaning crews were stationed along the route to keep buses looking their best, testing in-service cleaning methods to maintain cleanliness while keeping Muni moving. The team also conducted hotspot monitoring, focusing on Muni stops where we hear from customers the most.
Next Steps and What We’re Learning
The pilot has now ended, and the feedback form is closed. Thank you to everyone who participated and shared feedback. The SFMTA is now analyzing results from the pilot to understand what worked best and identify improvements that customers will truly notice. Findings from this effort will inform future strategies to make Muni service cleaner, safer, and more comfortable for everyone.
- Completed