2013-2014 Customer Satisfaction Survey
Customer satisfaction surveys are conducted periodically among the CTA, Metra, and Pace as a component of the performance measurement program. In 2011, for the first time, the RTA sponsored a regionwide customer satisfaction survey that offered a consolidated, comprehensive view of the system by asking a set of common questions to customers of each Service Board. The second iteration of the customer satisfaction survey was conducted in late 2013/early 2014.
Survey findings show that overall, customers are satisfied with the services provided. The most recent survey indicated:
- 87% of respondents would recommend the service to others.
- 77% reported overall satisfaction with the service.
- Some decline in scores occurred compared to the 2011 survey, in part reflecting service disruptions during severe winter weather in 2014 and technical difficulties with implementation of the new Ventra fare payment system.
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.