WSF ridership survey shows overall satisfaction remains steady

Published 1:30 am Friday, August 14, 2026

The Washington State Transportation Commission Ferry Riders Opinion Group (FROG) released its Winter 2026 performance survey, highlighting some improvements in customer satisfaction.

WSTC reports overall satisfaction systemwide: 69% reported being satisfied and 23% dissatisfied. “Overall satisfaction remains at 69% for the second consecutive year, with more riders reporting being extremely satisfied (35%) than at any point in the past four years. While overall dissatisfaction increased slightly to 23%, overall dissatisfaction remains well below 2023 and 2024 levels,” per WSTC.

Overall satisfaction for Kitsap-based routes:

Seattle-Bainbridge Island: (77% satisfied, 16% dissatisfied)

Seattle-Bremerton: (71% satisfied, 21% dissatisfied)

Edmonds-Kingston:(76% satisfied 19%dissatisfied )

Fauntleroy/Vashon-Southworth: (74% satisfied, 19% dissatisfied)

On-time departures: For Kitsap-based routes, Seattle-BI 43% satisfied and 28% dissatisfied, Seattle-Bremerton 63% satisfied and 18% dissatisfied, Edmonds-Kingston 62% satisfied and 16% dissatisfied, and Fauntleroy/Vashon-Southworth 48% satisfied, 29% dissatisfied. Systemwide, riders reported being roughly 48% satisfied and 25% dissatisfied.

WSTC has conducted FROG surveys since 2010 in an effort to provide ferry riders opportunities to share their perspective about riding the state ferry system with surveys and quick polls (single questions), allowing for data to be collected over time.

The study looked at riders who traveled between January and March. WSTC conducted 3,119 interviews with January-March ferry riders.“Data was weighted to reflect WSF actual ridership January 1 – March 31, 2026, by route, boarding method, and ticket type used, based on the last trip taken,” per agency documents.

The survey asked riders questions on topics including overall value, areas of opportunity, and the recent introduction of a card payment recovery fee. Since March 1, WSF implemented a 3% recovery fee for customers paying with credit cards in an effort to recoup the cost of processing payments.

Systemwide, roughly 75% of respondents reported being aware of the credit card fee, 69% reported the fee will not affect the frequency they ride the ferry, 15% indicated their intention to ride the ferry less, and 1% said they would stop riding the ferry. WSTC notes vehicle riders are more likely than other riders to say they will reduce how often they may take the ferry. “Awareness was highest among work commuters and riders on the Anacortes/San Juan Islands and Mukilteo/Clinton routes, and lowest among riders on Edmonds/Kingston, Seattle/Bremerton, and Seattle/Bainbridge.”

For Kitsap-based routes, Seattle-Bainbridge, Seattle-Bremerton, Edmonds-Kingston and Fauntleroy/Vashon-Southworth –all reported adequate parking and transit coordination.