The Denver Regional Transportation District (RTD) has conducted its third annual comprehensive survey of customers, community members and stakeholders to better understand its strengths and identify opportunities for improvement.
The results of the 2023 survey, which was conducted in September, were shared during a public Denver RTD meeting. The customer-focused portion of the survey included a sampling of individuals using all bus routes and rail lines and it was conducted using customer intercepts. The survey findings indicate 76 percent of bus customers and 78 percent of rail customers are “satisfied” or “very satisfied” with Denver RTD services. Additionally, the percentage of customers who were “very dissatisfied” decreased in comparison with 2022.
Denver RTD also saw double-digit increases in the percentage of customers who felt adequately informed about disruptions and the cleanliness of trains and buses. Other improvements from 2022 include the percentage of customers who indicated that Denver RTD’s communication materials are high quality and that fare prices are reasonable. The survey also provided Denver RTD with a Net Promoter Score (NPS), which is an indication for how likely someone is to recommend the agency’s services to a friend or neighbor. RTD’s NPS score for rail increased by five points and decreased by three points for bus. Both scores remain above zero, meaning Denver RTD has more promoters in the community than detractors.
“It is important for RTD to understand customers’ perceptions, attitudes and opinions regarding the agency’s services and how the agency can strive to improve,” said Debra A. Johnson, Denver RTD’s general manager and CEO. “You cannot manage what you do not measure so it was important for Denver RTD to seek meaningful feedback from its customers, stakeholders and community members. This valuable information provides Denver RTD with insight into customers’ and the community’s pain points.”
In addition to collecting customer feedback, separate surveys solicited input from households and key stakeholders in RTD’s service area.
The community survey was mailed to a random sample of USPS addresses throughout the eight-county district and results were monitored to maintain demographic distribution that was in proportion to the region. Highlights from the community survey include 84 percent of respondents indicating Denver RTD provides value to the region and 87 percent of respondents noting that the agency’s funding should be somewhat or much greater.
Respondents to the key stakeholders’ survey included chambers of commerce, transportation management organizations/associations, major employers and institutions of higher education. Nearly 80 percent of stakeholder respondents believe the agency is somewhat or very effective at providing service to employment centers, and 90 percent of respondents agree Denver RTD provides value to the Denver metro region.
RTD’s survey was conducted by ETC Institute, a customer satisfaction and onboard transit surveys company. To ensure year-over-year consistency in data collection and reporting, the 2023 survey was based on questions and methodology that were developed in 2021.
