VTA is officially launching the ACCESS Paratransit Mystery Rider Program!

We want our paratransit customers to share their experiences using VTA Access and provide feedback to help us evaluate and improve our quality of service.

Participants will book and complete a trip as they usually would, then provide feedback through a survey to help us enhance key aspects of the service.

But we can't do it without you! Are you in? It's very easy to participate. 

How does the program work?

• Step 1: Sign up for the program.
• Step 2: Book your trip as usual using your client ID.
• Step 3: Complete the Mystery Rider survey after your trip. Alternatively, you may request a mailed copy of the survey.
• Step 4: Once your survey is submitted, the cost of your trip will be credited back to your account.

 

Program Details:

• Open to all eligible ACCESS Paratransit clients with an active client ID.
• Each customer is eligible to participate in the program one time only. 

Learn more by visiting the Mystery Rider Program page or read the FAQ section here:

 

VTA ACCESS Mystery Rider Program FAQ

1. What is the Mystery Rider Program?
The Mystery Rider Program is an initiative designed to gather feedback from ACCESS Paratransit clients to improve the quality and reliability of our services. Participants will book and complete a trip as they normally would, then provide feedback through a survey to help us enhance key aspects of the service.

2. Who is eligible to participate?
All eligible ACCESS Paratransit clients with an active client ID are invited to participate in the program.

3. Can Personal Care Attendants (PCAs) participate?
PCAs may accompany clients for free during the trip but are not eligible to sign up for the program or complete the survey. However, PCAs may assist the client in completing the survey if needed.

4. How many times can I participate?
Each client is eligible to participate in the program one time only.

5. How does the program work?

• Step 1: Sign up for the program at this link: Sign Up Here.
• Step 2: Book your trip as usual using your client ID.
• Step 3: Complete the Mystery Rider survey after your trip. You can access the survey online at this link: Complete Survey Here. Alternatively, you may request a mailed copy of the survey.
• Step 4: Once your survey is submitted, the cost of your trip will be credited back to your account.

6. Is the trip free?
Yes, the trip is free. Your account will be credited for the trip cost once you complete and submit the survey.

7. What will participants evaluate?
The survey will ask participants to provide feedback on the following service areas:

• Safety: Perception of security during the trip.
• Reliability: On-time performance and communication about delays or changes.
• Accessibility: Ease of use for riders with mobility, cognitive, or sensory needs.
• Customer Service: Interactions with reservationists, dispatch, and drivers.
• Fleet Maintenance: Cleanliness and condition of vehicles.

8. Are premium trips and services included?
Yes, premium trips and services are included in the Mystery Rider Program. Clients can evaluate all aspects of the service, including premium options, to ensure we receive feedback that reflects the full range of client experiences.

9. How are trip options determined?
To ensure a balanced assessment, we ask participants to sign up for trips across different days of the week, times of day, and regions of travel. Please note that as more participants sign up, the availability of options may decrease. We encourage you to sign up early for the best selection.

10. How will my feedback be used?
Feedback provided through the Mystery Rider survey will be analyzed to identify strengths and areas for improvement. The data will be used to guide decisions that enhance safety, reliability, accessibility, and customer service.

11. How do I complete the survey?
You can complete the survey online at Complete Survey Here. If you prefer a physical copy, please contact us to request a mailed version.

12. Who can I contact for assistance?
If you have any questions or require assistance, please contact VTA Customer Service at customer.service@vta.org or (408) 321-2300.

Thank you for supporting the ACCESS Paratransit Mystery Rider Program.

Your participation is essential to improving the services we provide to the community.