Announcement

RTD’s annual customer and community surveys reveal several across-the-board improvements in satisfaction, performance, and customer experience

Stuart G. Summers

Survey results reflect double-digit improvements for safety, vehicle cleanliness, on-time performance, and the agency’s overall value

The Regional Transportation District (RTD)'s recently conducted customer and community surveys show double-digit, year-over-year improvements in several categories, including perceptions of personal safety and security, the cleanliness of buses and trains, on-time performance, the frequency of service, and the agency’s overall value in the Denver metro area. RTD’s bus operations exceeded the national average for transit agencies in all 16 comparative categories, and rail operations exceeded the national average in 15 of the 16 comparative categories. The survey results also highlighted the fact that “getting to work” is the primary reason people use RTD’s bus and rail services, up more than 7% from 2024. A full breakdown of the survey results, including key takeaways, highlights, and historical data, is available at rtd-denver.com/2025survey.

“The survey results reflect RTD’s direct impact and value public transit has across the communities it serves within the Denver metro area,” General Manager and CEO Debra A. Johnson said. “Over the last year, the agency has implemented several consequential tactics related to creating a Welcoming Transit Environment and enhancing the customer experience. The results of RTD’s strategic and multi-faceted efforts are evident. And, while I am encouraged to see that RTD is nationally leading the way across several categories, the agency remains focused on the future and continuous improvement.”

For the fifth consecutive year, RTD commissioned a comprehensive survey of its customers and the community to better understand the agency’s strengths and identify opportunities for improvement. In April, research firm ETC Institute conducted the annual surveys and provided comparative national data and benchmarks.

Four separate statistically valid surveys were conducted to better understand customer and community perceptions, attitudes, experiences, and opinions. The bus and rail surveys were conducted using a customer intercept method, which allowed researchers to gather immediate, real-time feedback from individuals using RTD's services. This survey method ensures feedback is provided by actual customers, and that the data collected is proportionate to boardings across all bus routes and rail lines.

Net Promoter Score
An important metric provided by RTD's customer and community surveys is a Net Promoter Score (NPS). The NPS measures the likelihood that a person would recommend RTD's services to someone else, based on a scale between -100 and +100. RTD’s combined customer NPS increased 24 points in 2025, and the score is up 13 points for bus and 19 points for rail. The across-the-board positive NPS means RTD has more individuals promoting its services than acting as detractors. RTD’s NPS in the community increased 36 points in 2025 and is up 58 points from 2023.

Bus Customers

  • 78% of respondents are reliant on RTD’s services
  • 85% agree or strongly agree that RTD provides value to the community
  • 71% use RTD’s services three or more days a week
  • 8% year-over-year increase in overall satisfaction
  • 11% increase in customers feeling safe and secure while waiting at a stop
  • 13% increase in customers indicating the vehicles are clean
  • 7% increase in customers satisfied or very satisfied with the frequency of service
  • 3% increase in customers indicating bus operators are courteous
  • Bus exceeded the national average across all 16 comparative categories
  • Bus’s NPS is +26, and the national average is -16
  • The factors of most importance to bus customers are (1) frequency of service, (2) hours of operation, (3) stop location, (4) fare price, and (5) timely arrival of buses

Rail Customers

  • 65% of respondents are reliant on RTD’s services
  • 59% use RTD’s services three or more days a week
  • 12% year-over-year increase in overall satisfaction
  • 17% increase in customers indicating the trains are clean
  • 7% increase in customers satisfied or very satisfied with the frequency of service
  • 10% increase in customers indicating the trains run on time
  • 14% increase in customers feeling safe and secure while riding the train
  • 12% increase in customers feeling safe and secure while waiting at a station
  • 5% increase in customers indicating rail operators are courteous
  • Rail exceeded the national average in 15 of the 16 comparative categories
  • Rail’s NPS is +31, and the national average is -3
  • The factors of most importance to light rail customers are (1) frequency of service, (2) station location, (3) fare price, (4) hours of operation, and (5) timely arrival of trains

Paratransit Customers

  • 85% of Access-a-Ride customers are satisfied or very satisfied
  • 96% of Access-on-Demand customers are satisfied or very satisfied
  • Access-a-Ride’s Net Promoter Score is +54
  • Access-on-Demand’s Net Promoter Score is +81

Community

  • Getting to work is the No. 1 reason people use RTD’s services, up 7% from 2024
  • 11% increase in the community indicating that RTD provides value to them personally
  • 82% believe their investment in RTD provides value
  • 83% indicate RTD is valuable or extremely valuable at reducing pollution and achieving sustainable practices
  • 90% feel that RTD vehicles are mechanically safe
  • 80% feel RTD is valuable or extremely valuable at reducing traffic congestion

All surveys were conducted in English and Spanish, with language assistance available in an additional 20 languages, as well as accommodations for customers who are blind or visually impaired. Surveys were administered to a representative sample of the customer and community population to ensure the results were statistically valid. More information about the surveys’ methodology and confidence intervals is available on RTD’s website. The national comparative data was provided by ETC Institute and is based on household surveys conducted by the research firm in hundreds of cities nationwide.

RTD’s leadership team has started to analyze the survey results to better understand opportunities to support customers and improve operations. The 2025 customer and community survey results were shared with RTD’s Performance Committee on June 23, and a recording of the presentation is available online.

Written by Stuart G. Summers