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 collaborative effort with CTA, Metra, and Pace to offer a region-wide customer satisfaction survey that produced 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, and the most recent survey was conducted in late 2016/early 2017.
Survey findings show that overall, regional customers are satisfied with the services provided. The most recent survey indicated:
- 91% of respondents would recommend the service to others
- 85% reported overall satisfaction with the service
- 81% of respondents are satisfied with the value of service for the fare paid
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.