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SEARCHThe agency received a Net Promoter Score (NPS) of 72 in the July 2024 survey and a customer satisfaction score of 82% in the November 2024 survey — the highest scores awarded to any transportation agency nationwide in each category.
VIA has consistently outperformed the industry average over the past five years, maintaining an average NPS of 60, compared to the national transit average of 31.
Photo: VIA
San Antonio’s VIA Metropolitan Transit received the highest overall customer satisfaction rating and Net Promoter Score (NPS) in the U.S. for 2024, according to a national benchmark from TransPro.
The agency received a Net Promoter Score (NPS) of 72 in the July 2024 survey and a customer satisfaction score of 82% in the November 2024 survey — the highest scores awarded to any transportation agency nationwide in each category.
A Net Promoter Score, or NPS, can range from -100 to 100 and is a key metric for measuring customer satisfaction and loyalty.
“This means the experience of transit customers in San Antonio is comparable to the experience of customers of businesses like Apple, Costco, and USAA,” said TransPro Managing Principal Ehren Bingaman.
VIA has consistently outperformed the industry average over the past five years, maintaining an average NPS of 60, compared to the national transit average of 31. The agency has also averaged an 87% overall customer satisfaction rating since the summer of 2021.
“This national recognition is a direct reflection of our team’s dedication to creating a positive experience for everyone who rides VIA,” said President/CEO Jon Gary Herrera. “We’re honored that our customers continue to place their trust in us, and we’ll keep working to deliver faster, more frequent, and reliable transportation that takes customers to what matters most.”
VIA’s ongoing leadership in customer satisfaction and NPS signals not only reliable service, but also strong customer loyalty and trust.
TransPro tracks key performance indicators, including frequency, service quality, and customer perception, through its TransDASH platform — a national dashboard that measures value to customers, communities, and taxpayers across the U.S.
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