Denver RTD Releases Results of 2023 Study

The Regional Transportation District (RTD) announced it has conducted a 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 this morning during a public 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.

Custmer Survey Results

The survey findings indicate that 76% of bus customers and 78% of rail customers are “satisfied” or “very satisfied” with RTD services.

Additionally, the percentage of customers who were “very dissatisfied” decreased in comparison with 2022.

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 RTD’s communication materials are high quality and that fare prices are reasonable.

The survey also provided 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 that 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, RTD’s GM/CEO. “You cannot manage what you do not measure, so it was important for RTD to seek meaningful feedback from its customers, stakeholders and community members. This valuable information provides RTD with insight into customers’ and the community’s pain points.”

More Results from RTD Survey

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% of respondents indicating that RTD provides value to the region, and 87% 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% of stakeholder respondents believe the agency is somewhat or very effective at providing service to employment centers, and 90% of respondents agree that RTD provides value to the Denver metro region.

RTD’s survey was conducted by ETC Institute.