Customer satisfaction surveys are conducted periodically among CTA, Metra, and Pace as a component of the performance measurement program. Since 2011, the RTA has sponsored a collaborative effort to offer a region-wide customer satisfaction survey that produces a consolidated, comprehensive view of the system by asking a set of common questions to customers of each Service Board. Large-scale customer satisfaction survey efforts were conducted in 2013, 2016, and a third was begun in early 2020 – which had to be suspended due to the COVID-19 pandemic. The RTA expects to resume on-board survey efforts in Spring 2022. In the meantime, RTA is reaching out to customers who have expressed an interest in providing periodic feedback regarding regional transit service. If you are interested in joining future panelist surveys, please email the RTA.
Previous Customer Satisfaction Surveys
Survey findings from 2016 show that overall, regional customers are satisfied with the services provided. The most recent survey indicated:
- 91% of respondents would recommend the service to others
- 85% reported overall satisfaction with the service
- 81% of respondents are satisfied with the value of service for the fare paid
Customers were asked questions regarding travel time and reliability, safety and security, information and communications, cleanliness, employee performance, and comfort. In addition, questions were asked about satisfaction with overall regional service including the ability to transfer between services and travel throughout the six-county region.