RTA Customer Satisfaction Survey 2019

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

Number of Responses to Customer Satisfaction Survey

YearResponses
2013224
2014644
20151049
20161024
20171056
20181249
2019465

suffix: 

How satisfied are you overall with the bus service?

Response2013201420152016201720182019
Dissatisfied29171831232316
Satisfied51647052595864

suffix: % 

 

Distribution of Survey Respondents by Frequency of Bus Trips

Frequency of Trips2013201420152016201720182019
Very Often70616263615942
Often14252424242522
Sometimes109968913
Rarely34354411
Very Rarely42222212

suffix: % 

Distribution of Survey Respondents by Age Group

Age Group2013201420152016201720182019
< 182112420
18-2922182022191811
30-3924151818161815
40-4915171417181817
50-6532414035353743
> 6558767714

suffix: % 

Distribution of Survey Respondents by Typical Purpose of Trip

Purpose of Trip2013201420152016201720182019
Work74747271737370
Education661010863
Eat Out/Grocery1233323
Other Shopping1122232
Leisure/Social109777814
Medical3434453
Other6434545

suffix: % 

2019: Overall Satisfaction by Trip Purpose

Purpose of TripDissatisifedNeutralSatisfied
Work181665
Education81775
Eat Out/Grocery01982
Other Shopping03663
Leisure/Social122465
Medical162361
Other292942

suffix: % 

2019: Overall Satisfaction by Age Group

Age GroupDissatisfiedNeutralSatisfied
< 1810000
18-29141867
30-39281756
40-49252353
50-65111970
> 65111772

suffix: % 

2019: Overall Satisfaction by Frequency of Bus Trips

FrequencyDissatisifedNeutralSatisfied
Very Often201664
Often82072
Sometimes162162
Rarely181667
Very Rarely172855

suffix: % 

 

I feel safe riding the bus

Response2013201420152016201720182019
Disagree25151521171612
Agree58626754605968

suffix: % 

I feel safe and secure waiting for my bus

Response2013201420152016201720182019
Disagree25201730242417
Agree50525743504957

suffix: % 

 

The bus provides a comfortable environment

Response2013201420152016201720182019
Disagree38262231272517
Agree37495341454754

suffix: % 

The bus is clean

Response2013201420152016201720182019
Disagree53393142353628
Agree26384533403846

suffix: % 

 

The bus usually runs on time

Response2013201420152016201720182019
Disagree30232437333320
Agree52646041495262

suffix: % 

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

Response2013201420152016201720182019
Disagree24161424192017
Agree59716955626267

suffix: % 

 

Bus routes are conveniently located for me

Response2013201420152016201720182019
Disagree22141320171418
Agree63727666717368

suffix: % 

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

Response2013201420152016201720182019
Disagree33222030272623
Agree51666753595965

suffix: % 

 

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

Response2013201420152016201720182019
Disagree17121221171416
Agree69757665707269

suffix: % 

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

Response2013201420152016201720182019
Disagree17126129107
Agree69758576807982

suffix: % 

 

There is enough seating/space on the bus

Response2013201420152016201720182019
Disagree47382841333523
Agree33455339464559

suffix: % 

The bus is well driven

Response2013201420152016201720182019
Disagree13991613125
Agree67747462656878

suffix: % 

 

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

Response2013201420152016201720182019
Disagree52414051494444
Agree25323123272830

suffix: % 

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

Response2013201420152016201720182019
Disagree50404051454342
Agree24353528343636

suffix: % 

It is easy to get information about the bus services

Response2013201420152016201720182019
Disagree17121324221717
Agree64716958626668

suffix: % 

 

The transit agency is responsive to customer complaints/problems:

Response2013201420152016201720182019
Disagree44293144424135
Agree19313120293235

suffix: %

Bus drivers are helpful and professional

Response2013201420152016201720182019
Disagree2014122020209
Agree61646854605972

suffix: %

Bus drivers look professional (appropriate uniform and neat)

Response2013201420152016201720182019
Disagree4335553
Agree82878777848385

suffix: %