We want to hear from you!

Dear Customer,

At RTA, our mission is to provide our customers "safe, reliable, clean and courteous public transportation".

We are continuously striving to improve our performance in each of these areas.  We need to hear from you, to gauge how well we’re doing.

This survey is being conducted by 19 other transit agencies across the country concurrently with RTA.  This will allow us to not only compare our performance against our own findings from previous years, but also with those of other “like-sized” transit companies.

As always your personal information and responses will remain confidential and will not be used for any other purpose.

We value your opinion, so please take a few moments to complete this survey.

Thank you for your time and thank you for riding RTA.

For the English version:

Click here to take survey

Estimado Cliente,

En RTA, nuestra misión es ofrecer a nuestros clientes "transporte público seguro, confiable, limpio y cortés".

Nos esforzamos continuamente para mejorar nuestro rendimiento en cada una de estas áreas. Necesitamos saber de usted, para medir qué tan bien estamos haciendo nuestro trabajo.

Esta encuesta se está realizando por 19 agencias de tránsito en todo el país simultáneamente con RTA. Esto nos permite no sólo comparar nuestro rendimiento contra nuestros propios resultados de años anteriores, pero también con los de otras agencias de tránsito del mismo tamaño.

Como siempre su información personal y respuestas permanecerán confidenciales y no se utilizará para ningún otro propósito.

Valoramos tu opinión, por favor tome un momento para llenar esta encuesta.

Gracias por su tiempo y gracias por usar RTA.

Para la versión en Español:

Click para tomar una encuesta de servicio al cliente

Demographics

Number of Responses to Customer Satisfaction Survey

Year Responses
2013 224
2014 644
2015 1049

suffix: 

How satisfied are you overall with the bus service?

Response 2013 2014 2015
Dissatisfied 29 17 18
Satisfied 51 64 70

suffix: % 

 

Highlights

Distribution of Survey Respondents by Frequency of Bus Trips

Frequency of Trips 2013 2014 2015
Very Often 70 61 62
Often 14 25 24
Sometimes 10 9 9
Rarely 3 4 3
Very Rarely 4 2 2

suffix: % 

Distribution of Survey Respondents by Age Group

Age Group 2013 2014 2015
< 18 2 1 1
18-29 22 18 20
30-39 24 15 18
40-49 15 17 14
50-65 32 41 40
> 65 5 8 7

suffix: % 

Distribution of Survey Respondents by Typical Purpose of Trip

Purpose of Trip 2013 2014 2015
Work 74 74 72
Education 6 6 10
Eat Out/Grocery 1 2 3
Other Shopping 1 1 2
Leisure/Social 10 9 7
Medical 3 4 3
Other 6 4 3

suffix: % 

2015: Overall Satisfaction by Trip Purpose

Purpose of Trip Dissatisifed Neutral Satisfied
Work 13 19 68
Education 17 1 82
Eat Out/Grocery 3 10 86
Other Shopping 23 18 59
Leisure/Social 13 10 77
Medical 15 21 64
Other 31 14 55

suffix: % 

2015: Overall Satisfaction by Age Group

Age Group Dissatisfied Neutral Satisfied
< 18 17 17 67
18-29 15 7 78
30-39 25 16 59
40-49 22 14 64
50-65 16 10 74
> 65 19 14 67

suffix: % 

2015: Overall Satisfaction by Frequency of Bus Trips

Frequency Dissatisifed Neutral Satisfied
Very Often 19 11 70
Often 14 11 74
Sometimes 24 9 67
Rarely 30 26 44
Very Rarely 24 12 65

suffix: % 

 

Safety

I feel safe riding the bus

Response 2013 2014 2015
Disagree 25 15 15
Agree 58 62 67

suffix: % 

I feel safe and secure waiting for my bus

Response 2013 2014 2015
Disagree 25 20 17
Agree 50 52 57

suffix: % 

 

Cleanliness

The bus provides a comfortable environment

Response 2013 2014 2015
Disagree 38 26 22
Agree 37 49 53

suffix: % 

The bus is clean

Response 2013 2014 2015
Disagree 53 39 31
Agree 26 38 45

suffix: % 

 

On-time Performance

The bus usually runs on time

Response 2013 2014 2015
Disagree 30 23 24
Agree 52 64 60

suffix: % 

The bus gets me to my destination in a reasonable amount of time

Response 2013 2014 2015
Disagree 24 16 14
Agree 59 71 69

suffix: % 

 

Availability

Bus routes are conveniently located for me

Response 2013 2014 2015
Disagree 22 14 13
Agree 63 72 76

suffix: % 

The buses operate on the days and the times that I need them

Response 2013 2014 2015
Disagree 33 22 20
Agree 51 66 67

suffix: % 

 

Ease of Use

It is convenient to pay the bus fare/buy tickets or passes

Response 2013 2014 2015
Disagree 17 12 12
Agree 69 75 76

suffix: % 

It is easy for me to get on and off the bus

Response 2013 2014 2015
Disagree 17 12 6
Agree 69 75 85

suffix: % 

 

Comfort

There is enough seating/space on the bus

Response 2013 2014 2015
Disagree 47 38 28
Agree 33 45 53

suffix: % 

The bus is well driven

Response 2013 2014 2015
Disagree 13 9 9
Agree 67 74 74

suffix: % 

 

Information

If there are problems, I can easily get information about alternative routes or schedules

Response 2013 2014 2015
Disagree 52 41 40
Agree 25 32 31

suffix: % 

It is easy to find out if the buses are running on schedule

Response 2013 2014 2015
Disagree 50 40 40
Agree 24 35 35

suffix: % 

It is easy to get information about the bus services

Response 2013 2014 2015
Disagree 17 12 13
Agree 64 71 69

suffix: % 

 

Customer Care

The transit agency is responsive to customer complaints/problems:

Response 2013 2014 2015
Disagree 44 29 31
Agree 19 31 31

suffix:  

Bus drivers are helpful and professional

Response 2013 2014 2015
Disagree 20 14 12
Agree 61 64 68

suffix:  

Bus drivers look professional (appropriate uniform and neat)

Response 2013 2014 2015
Disagree 4 3 3
Agree 82 87 87

suffix:  

 

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