RTA Conducting Transit Rider Satisfaction Surveys

( Published: )

Contact: Susan Massel, Director of Marketing and Communications, 312-913-3256,­ massels@RTAchicago.org


CHICAGO – The RTA is conducting online customer satisfaction surveys in an effort to obtain timely, focused feedback from users of CTA, Metra, and Pace.

“We want to hear from riders about their experience on the region’s transit network, how satisfied they are, and where there is room for us to shape policies that will improve travel in the future,” said Leanne Redden, RTA Executive Director.

The RTA has been coordinating regional customer satisfaction survey efforts since 2011, in accordance with the 2008 RTA Act amendment that identified customer satisfaction reporting as part of the performance measurement process. Separate surveys are available for CTA, Metra, and Pace.

The surveys, which take 10 to 15 minutes to complete, ask participants how often they ride transit, why they choose transit over other modes of travel, and how they get to and from their transit stop. Respondents are also asked to rank their level of satisfaction with service, communication, security, comfort and cleanliness, employee interactions, and other factors.

The RTA will publish survey results in a final report to its Board of Directors in fall of 2020.