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 14 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 14 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
2016 1024
2017 1056

suffix: 

How satisfied are you overall with the bus service?

Response 2013 2014 2015 2016 2017
Dissatisfied 29 17 18 31 23
Satisfied 51 64 70 52 59

suffix: % 

 

Highlights

Distribution of Survey Respondents by Frequency of Bus Trips

Frequency of Trips 2013 2014 2015 2016 2017
Very Often 70 61 62 63 61
Often 14 25 24 24 24
Sometimes 10 9 9 6 8
Rarely 3 4 3 5 4
Very Rarely 4 2 2 2 2

suffix: % 

Distribution of Survey Respondents by Age Group

Age Group 2013 2014 2015 2016 2017
< 18 2 1 1 2 4
18-29 22 18 20 22 19
30-39 24 15 18 18 16
40-49 15 17 14 17 18
50-65 32 41 40 35 35
> 65 5 8 7 6 7

suffix: % 

Distribution of Survey Respondents by Typical Purpose of Trip

Purpose of Trip 2013 2014 2015 2016 2017
Work 74 74 72 71 73
Education 6 6 10 10 8
Eat Out/Grocery 1 2 3 3 3
Other Shopping 1 1 2 2 2
Leisure/Social 10 9 7 7 7
Medical 3 4 3 4 4
Other 6 4 3 4 5

suffix: % 

2017: Overall Satisfaction by Trip Purpose

Purpose of Trip Dissatisifed Neutral Satisfied
Work 24 17 58
Education 21 16 60
Eat Out/Grocery 12 19 69
Other Shopping 17 11 67
Leisure/Social 9 17 74
Medical 36 11 53
Other 24 35 59

suffix: % 

2017: Overall Satisfaction by Age Group

Age Group Dissatisfied Neutral Satisfied
< 18 16 14 68
18-29 26 16 56
30-39 25 18 56
40-49 28 19 51
50-65 21 17 62
> 65 10 21 67

suffix: % 

2017: Overall Satisfaction by Frequency of Bus Trips

Frequency Dissatisifed Neutral Satisfied
Very Often 26 18 55
Often 20 15 66
Sometimes 12 20 68
Rarely 17 27 56
Very Rarely 26 11 53

suffix: % 

 

Safety

I feel safe riding the bus

Response 2013 2014 2015 2016 2017
Disagree 25 15 15 21 17
Agree 58 62 67 54 60

suffix: % 

I feel safe and secure waiting for my bus

Response 2013 2014 2015 2016 2017
Disagree 25 20 17 30 24
Agree 50 52 57 43 50

suffix: % 

 

Cleanliness

The bus provides a comfortable environment

Response 2013 2014 2015 2016 2017
Disagree 38 26 22 31 27
Agree 37 49 53 41 45

suffix: % 

The bus is clean

Response 2013 2014 2015 2016 2017
Disagree 53 39 31 42 35
Agree 26 38 45 33 40

suffix: % 

 

On-time Performance

The bus usually runs on time

Response 2013 2014 2015 2016 2017
Disagree 30 23 24 37 33
Agree 52 64 60 41 49

suffix: % 

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

Response 2013 2014 2015 2016 2017
Disagree 24 16 14 24 19
Agree 59 71 69 55 62

suffix: % 

 

Availability

Bus routes are conveniently located for me

Response 2013 2014 2015 2016 2017
Disagree 22 14 13 20 17
Agree 63 72 76 66 71

suffix: % 

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

Response 2013 2014 2015 2016 2017
Disagree 33 22 20 30 27
Agree 51 66 67 53 59

suffix: % 

 

Ease of Use

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

Response 2013 2014 2015 2016 2017
Disagree 17 12 12 21 17
Agree 69 75 76 65 70

suffix: % 

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

Response 2013 2014 2015 2016 2017
Disagree 17 12 6 12 9
Agree 69 75 85 76 80

suffix: % 

 

Comfort

There is enough seating/space on the bus

Response 2013 2014 2015 2016 2017
Disagree 47 38 28 41 33
Agree 33 45 53 39 46

suffix: % 

The bus is well driven

Response 2013 2014 2015 2016 2017
Disagree 13 9 9 16 13
Agree 67 74 74 62 65

suffix: % 

 

Information

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

Response 2013 2014 2015 2016 2017
Disagree 52 41 40 51 49
Agree 25 32 31 23 27

suffix: % 

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

Response 2013 2014 2015 2016 2017
Disagree 50 40 40 51 45
Agree 24 35 35 28 34

suffix: % 

It is easy to get information about the bus services

Response 2013 2014 2015 2016 2017
Disagree 17 12 13 24 22
Agree 64 71 69 58 62

suffix: % 

 

Customer Care

The transit agency is responsive to customer complaints/problems:

Response 2013 2014 2015 2016 2017
Disagree 44 29 31 44 42
Agree 19 31 31 20 29

suffix:  

Bus drivers are helpful and professional

Response 2013 2014 2015 2016 2017
Disagree 20 14 12 20 20
Agree 61 64 68 54 60

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Bus drivers look professional (appropriate uniform and neat)

Response 2013 2014 2015 2016 2017
Disagree 4 3 3 5 5
Agree 82 87 87 77 84

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Plan a Trip

(e.g. Hopkins Airport)
(e.g. Rivergate Park)

Date Field