Dallas Area Rapid Transit (DART) achieved record marks for rider loyalty and satisfaction, signaling growing confidence in the agency and its customer experience, according to the agency.

DART’s FY2026 Customer Satisfaction Survey found its Net Promoter Score (NPS) rose 10.8 points to an all-time high of 33.7, surpassing the transit industry median.

NPS measures customers’ willingness to recommend a service on a scale of zero to 10. The score is calculated by subtracting the percentage of detractors, who rate the service from zero to six, from the percentage of promoters, who give it a nine or 10. Scores can range from minus 100 to 100, with a positive score indicating that promoters outnumber detractors.

Overall satisfaction reached 74.9%, its highest level since 2019, while a record 89.6% of riders said they were likely to continue using DART — the highest share since the survey began in 2012, according to the agency.

The survey showed broad improvements across different rider demographics, types, and travel modes, reflecting systemwide progress rather than gains within a specific group.

"These results reflect our ongoing commitment to providing a safe, reliable, and positive experience for every rider, and the work DART employees do every day to improve our service," said DART’s EVP & Chief Communications Officer Jeamy Molina. "We're encouraged to see more riders recommending DART and expressing greater confidence in the system. We are proud of the progress we've made and remain focused on continuing to improve the experience for everyone who chooses to ride with us."

Key Findings of the Survey

Among the survey's key findings are:

• Overall customer satisfaction reached 74.9%, the highest level since 2019.
• Net Promoter Score increased 10.8 points to a record 33.7.
• Nearly 9 in 10 riders (89.6%) say they plan to continue using DART, the highest percentage ever.
• Dependent riders experienced one of the largest improvements, with satisfaction increasing 7.5 percentage points.
• Hispanic riders saw satisfaction rise 5.2 percentage points to 76%.
• GoPass app users reported a 6.2-point increase in satisfaction.
• The survey also reaffirmed one of DART's greatest strengths: its employees.

Riders consistently rated DART personnel, GoLink agents, transit center staff, customer service representatives, and real-time information tools as some of the best aspects of the rider experience, the agency said. In fact, the presence of DART personnel was identified as the strongest factor driving overall customer satisfaction.

What’s Next

The survey also highlighted areas for improvement, especially in bus reliability, safety, train cleanliness, and communication during service disruptions. DART said it will use these findings to prioritize future investments and operational improvements that enhance the rider experience.

The FY2026 Customer Satisfaction Survey included over 6,100 qualified rider responses collected between March 16 and April 30, 2026, providing one of the most detailed assessments of rider perceptions across the DART system, said agency officials.