Community Transit says Zip Shuttle pilot has exceeded ridership targets in Lake Stevens

Kevin Fusey, project manager for Community Transit, told the Lake Stevens City Council on Sept. 9 that the Zip Shuttle pilot in Lake Stevens has exceeded the transit agency—s ridership goals and earned high user satisfaction. Fusey said the pilot, launched at the end of 2024, has operated with up to seven vehicles and a fare equal to local buses ("$2.50 or less"). He said the program set a 2025 target of 50,000 boardings and reported that, "through November, we were just past 78,000," noting the figure as evidence the pilot has surpassed expectations.

The presentation emphasized who is using the service. Fusey said youth make up a large share of riders in Lake Stevens and that youth ridership is much higher in pilot zones that include schools. He said approximately 70% of Zip users in pilot areas are 18 and under, and that about 25% of riders who lack car access or cannot drive would not have made their most recent trip without Zip. He also cited a net promoter score of +69 from a summer survey, which he called "really an excellent score."

Council members asked about senior access at school-peak times, when youth trips can congest booking. Fusey acknowledged that school pickup periods drive up demand and said Community Transit has added service hours and vehicles to reduce wait times; he reported an average wait time stabilizing around 20 minutes, with 71% of customers picked up in under 20 minutes, 17% waiting 20—20 minutes and 11% waiting over 30 minutes. Fusey said Community Transit will continue optimizing supply and expects to make a final recommendation early next year on whether to "graduate" Zip Shuttle from a pilot to regular service in Lake Stevens.

Why it matters: City officials said they welcome the pilot because it connects residents to jobs, schools and the transit center and provides mobility for people without cars. Council members and staff noted the trade-off between strong demand and the need to ensure riders with fixed appointments (seniors, those with medical appointments) can rely on timely service. Fusey said the agency is using added vehicles, adjusted hours and customer education (booking ahead for fixed-time trips) to ease peak congestion.

The council thanked Community Transit for the update and indicated they will expect follow-up reporting when the agency presents its recommendation next year.