Customers on a commuter rail platform waiting for a train

Customer and Community Surveys

Results, Key Takeaways, and Highlights
Dad and child walking along a platform with a train approaching

At RTD, connecting with our customers and the communities we serve allows us to better understand needs, expectations, and experiences. One way that we connect with our customers and the community is by conducting annual surveys to gauge agency performance.

The 2025 Customer Excellence Survey and Community Value Survey provide us with insights into what is working well and where additional improvements may be needed. Carefully reviewing this data allows us to identify trends, address concerns, and make informed enhancements to operations and services. This process not only helps RTD to optimize efficiency and customer satisfaction, but it fosters trust and transparency by demonstrating a commitment to listening and continuous improvement. To read more about the survey results, visit RTD's News Stop page.

On this page:

  1. Overview of Surveys
  2. Methodology and Confidence Intervals
  3. Key Takeaways and Highlights
  4. Customer Excellence Survey
  5. Community Value Survey
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Overview of Surveys

Girl walking next to a bus that is stopped

For the fifth year in a row, RTD has surveyed its customers and the community to better understand the agency’s strengths, as well as to identify opportunities for improvement.

RTD once again contracted with ETC Institute, a national, third-party research firm, to conduct its annual surveys in 2025. ETC Institute specializes in community, transportation, public safety, and other types of external surveys for government agencies, non‑profits, and public-service organizations. ETC Institute has conducted more than 3.2 million surveys in 1,000 communities, setting the standard for national benchmark data and metrics.

The research firm’s decades of experience helps local governments and public institutions to better understand public sentiment through expert-designed surveys, robust data analysis, and insightful reporting.

Methodology and Confidence Intervals

Audience, Collection Period, and Survey Method

In April 2025, four separate statistically valid surveys were conducted to better understand perceptions, attitudes, experiences, and opinions of its customers and the community.

SurveyAudienceCollection PeriodMethodCompleted SurveysConfidence Interval
Community ValueMetro area households, proportionate to demographicsApril 2025Mail, email, and text770 +/- 3.8% at the 95% confidence level
Customer Excellence: BusAll bus routes, proportionate to spring 2025 boardingsApril 2025Customer intercept1,063 +/- 2.8% at the 95% confidence level
Customer Excellence: RailAll rail lines, proportionate to spring 2025 boardingsApril 2025Customer intercept758 +/- 2.8% at the 95% confidence level
Customer Excellence: ParatransitRegistered paratransit customersApril 2025Mail, email, and text444 +/- 4.9% at the 95% confidence level

Customer Intercept Method

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 the data collected is proportionate to specific bus routes, rail lines, and transit services.

Confidence Intervals

The confidence interval indicates the range within which the true responses of the entire population are likely to fall, based on the survey's data. RTD's surveys are expressed at a 95% confidence level, meaning that if the same exact survey was done 100 times, the results would fall within that range 95 times. This helps ensure the survey results are statistically valid and representative of all customers and the community.

ETC Institute's national comparative transit data is collected from household surveys that are conducted in hundreds of cities nationwide.

Key Takeaways and Highlights

Transit UseGetting to work is the #1 reason people use RTD's bus and rail services, up 7% from 2024 Bus: National AverageBus exceeded the national average across all 16 survey categoriesRail: National AverageRail exceeded the national average in 15 of the 16 survey categoriesParatransit: Overall Satisfaction85% of paratransit customers are satisfied or very satisfied with RTD's servicesRail: Overall Satisfaction12% year-over-year increase in the overall satisfaction of rail customersBus: Overall Satisfaction8% year-over-year increase in the overall satisfaction of bus customersCommunity: RTD's Value86% of the community believe RTD provides value to the Denver metro area Community: RTD's Value11% year-over-year increase in the community indicating that RTD provides valueBus: Customer Characteristic78% of bus customers are reliant on RTD's servicesCommunity: RTD's Value82% of the community believe their investment in RTD provides valueRail: Customer Characteristic65% of rail customers are reliant on RTD's servicesCommunity: Reducing Pollution83% of the community believe RTD is valuable or extremely valuable at reducing pollution and achieving sustainable practices
Reason for Public Transportation Use
Year-over-year comparisons of the primary purpose a respondent uses RTD's services.
202520242023Isbarbardhigga 2025 iyo 2024
Work41%34%27%+7%
Leisure, social, or recreation35%42%54%-7%
School6%4%5%+ 2%
Shopping, groceries, or errands9%7%4%+ 2%
Medical5%4%2%+1%
Religious activities0%1%1%-1%
Other6%9%7%-3%
Orange Bar (Decorative Element)

Customer Excellence Surveys

Three customer-facing surveys were conducted to assess RTD's performance related to Customer Excellence, one of the agency's four adopted Strategic Priorities. Each survey separately focused on bus, rail, and paratransit customers, and the bus and rail surveys were conducted via an on-vehicle intercept method. The sampling plan was inclusive of the entire service area and included all bus routes and rail lines, as well as registered paratransit customers.

Net Promoter Score

NPS Overview

An important metric provided by RTD's customer and community surveys is a Net Promoter Score (NPS). The NPS measures how likely people are to recommend RTD's services to someone else, based on a scale from -100 to +100.

Survey responses are grouped into three categories:

  • Promoters (9–10)
  • Passives (7–8)
  • Detractors (0–6)
Graphic showing Detractors as 0 to 6, Neutrals as 7 and 8, and Promoters as 9 and 10

Calculating the NPS

The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving a sense of overall satisfaction, loyalty, and willingness to recommend RTD’s services.

% of Promoters minus the % of Detractors equals NPS
  • -100 to 0: Needs Improvement
  • 0 to 20: Good
  • 21 to 50: Favorable
  • 51 to 80: Excellent
  • 81 to 100: World Class

Net Promoter Score

Combined Bus, Rail, and Paratransit Customers
2025Combined NPS Score: +372024Combined NPS Score: +132023Combined NPS Score: +11

Bus: Survey Results

Customer Net Promoter Scores
2025Bus NPS Score: +262024Bus NPS Score: +132023Bus NPS Score: +7Celceliska QarankaBus NPS Score: -16

Bus: Key Takeaways and Highlights

Bus: National AverageBus exceeded the national average across all 16 survey categoriesBus: RTD's Value85% of bus customers agree that RTD provides value to the communityBus: Customer Characteristic71% of bus customers use RTD's services three or more days a weekBus: Overall Satisfaction8% year-over-year increase in the overall satisfaction of bus customersBus: Cleanliness of Vehicles13% year-over-year increase in bus customers indicating the vehicles are cleanBus: Safety and Security11% year-over-year increase in bus customers feeling safe and secure while waiting at a stopBus: Frequency of Service7% year-over-year increase in bus customers satisfied or very satisfied with the frequency of serviceBus: Operators3% year-over-year increase in customers indicating bus operators are courteousBus: Customer Characteristic78% of bus customers are reliant on RTD's servicesBus: Information8% year-over-year increase in bus customers indicating that route and schedule information is easily available

Customer Characteristics

Demographics and Transit Use

Bus

  1. Most likely to be male and 18-39 years old
  2. 42% White or Caucasian
  3. 21% Hispanic, Spanish, or Latino/a/x
  4. 20% Black/African American
  5. 63% reported household incomes less than $50,000
  6. 71% use bus service three or more days a week
  7. 78% are reliant on bus service
  8. 52% use buses to commute to and from work

Satisfaction and Favorability

Performance

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Performance
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
The bus usually runs on time62.2%56.5%48.7%48%+5.7%
The bus gets me to my destination in a reasonable amount of time75.3%70.2%65.3%58%+5.1%
The frequency of service is satisfactory68.0%61.0%59.9%54%+7.0%

Personal Safety and Comfort

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Personal Safety and Comfort
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
I feel safe and secure while waiting for the bus65.8%54.5%56.6%35%+11.3%
I feel safe and secure while on the bus72.6%61.6%64.9%43%+11.0%
The bus is clean67.2%53.9%61.7%38%+13.3%

Access

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Access
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
The price of fares is reasonable76.4%71.4%63.9%60%5.0%
Bus stops are conveniently located75.9%74.1%66.2%54%+1.8%

Operations

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Operations
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
I feel buses are mechanically safe88.0%84.0%79.0%Lama Helin+4.0
The buses operate on the days that I need them81.4%82.9%71.5%Lama Helin-1.5%
The buses operate at the times I need them74.1%72.0%66.4%Lama Helin+2.1%

Information

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Information
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
It is easy to find out if buses are running on schedule68.1%57.4%69.2%54%+10.7%
If RTD experiences service disruptions, I am adequately informed57.4%47.7%63.8%52%+9.7%
I feel RTD has provided adequate information about the services it provides82.9%72.5%80.3%Lama Helin10.4%
I feel informed about schedule service changes63.0%54.6%65.8%Lama Helin+8.4%
Information about route schedules and maps is easily available81.1%73.1%75.2%Lama Helin+8.0%
Information about route schedules and maps is accurate76.7%69.8%72.4%Lama Helin+6.9%
Overall, RTD's communications materials and information about services and schedules are of high quality75.2%64.2%75.3%Lama Helin+11.0%

Operator Behavior

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Operator Behavior
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
Bus drivers operate the vehicle safely82.8%82.5%70.8%69%+0.3%
Bus drivers are courteous77.4%74.3%70.3%61%+3.1%
Bus drivers are helpful77.8%75.4%68.7%60%+2.4%

Customer Service

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Customer Service
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
My question, concern, or complaint was resolved63.9%56.0%60.9%Lama Helin+7.9%
The resolution was provided in a timely fashion90.0%91.7%89.4%Lama Helin-1.7%
RTD's customer service representatives are courteous74.1%71.7%62.5%Lama Helin+2.4%

Destinations and Funding

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Destinations and Funding
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
RTD provides access to key public service destinations83.6%80.2%74.5%Lama Helin+3.4%
Private entities, non-profits, and local governments should consider increasing funding to improve the quality and/or expand services82.9%83.2%76.7%Lama Helin-0.3%

Community Value

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Community Value
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
RTD provides value to the community84.6%84.2%72.7%67%+0.4%

Rail: Survey Results

Customer Net Promoter Scores
2025Rail NPS Score: +312024Rail NPS Score: +122023Rail NPS Score: +19Celceliska QarankaRail NPS Score: -3

Rail: Key Takeaways and Highlights

Rail: National AverageRail exceeded the national average in 15 of the 16 survey categoriesRail: Customer Characteristic65% of rail customers are reliant on RTD's servicesRail: Overall Satisfaction12% year-over-year increase in the overall satisfaction of rail customersRail: Customer Characteristic59% of rail customers use RTD's services three or more days a weekRail: Frequency of Service7% year-over-year increase in rail customers satisfied or very satisfied with the frequency of serviceRail: Cleanliness of Vehicles17% year-over-year increase in rail customers indicating the trains are cleanRail: On-Time Performance10% year-over-year increase in rail customers indicating the trains run on timeRail: Safety and Security14% year-over-year increase in rail customers feeling safe while riding the trainRail: Safety and Security12% year-over-year increase in rail customers feeling safe and secure while waiting at a stationRail: Operators5% year-over-year increase in customers indicating rail operators are courteous

Customer Characteristics

Demographics and Transit Use

Rail

  1. Most likely to be male and 18-39 years old
  2. 50% White or Caucasian
  3. 17% Hispanic, Spanish, or Latino/a/x
  4. 12% Black/African American
  5. 40% reported household incomes less than $50,000
  6. 59% use rail three or more days a week
  7. 65% are reliant on rail services
  8. 48% uses trains to commute to and from work

Satisfaction and Favorability

Performance

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Performance
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
The train usually runs on time62.7%53.1%53.2%53%+9.6%
The train gets me to my destination in a reasonable amount of time78.4%71.5%62.2%71%+6.9%
The frequency of service is satisfactory69.7%62.6%61.5%57%+7.1%

Personal Safety and Comfort

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Personal Safety and Comfort
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
I feel safe and secure while waiting for the train67.2%55.6%57.7%34%+11.6%
I feel safe and secure while on the train75.5%61.7%62.6%46%+13.8%
The train is clean70.8%54.2%62.0%39%+16.6%

Access

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Access
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
The price of fares is reasonable77.5%76.1%63.1%60%+1.4%
Rail stations/lines are conveniently located83.3%79.0%69.6%59%+4.3%

Operations

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Operations
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
I feel that the trains are mechanically safe89.4%88.0%80.0%Lama Helin+1.4%
The trains operate on the days that I need them86.5%86.1%76.8%Lama Helin+0.4%
The trains operate at the times I need them77.5%70.8%66.5%Lama Helin+6.7%

Information

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Information
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
It is easy to find out if trains are running on schedule66.0%59.9%61.9%56%+6.1%
If RTD experiences service disruptions, I am adequately informed55.6%50.9%56.1%60%+4.7%
I feel RTD has provided adequate information about the services it provides83.8%74.4%79.9%Lama Helin+9.5%
I feel informed about schedule service changes62.5%54.8%59.7%Lama Helin+7.8%
Information about route schedules and maps is easily available79.6%77.9%73.8%Lama Helin+1.7%
Information about route schedules and maps is accurate78.6%72.1%71.0%Lama Helin+6.5%
Overall, RTD's communications materials and information about services and schedules are of high quality73.7%67.1%70.2%Lama Helin+6.6%

Operator Behavior

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Operator Behavior
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
Train drivers operate the vehicle safely86.2%85.1%78.1%72%+1.1%
Train drivers are courteous84.9%80.4%73.2%57%+4.5%
Train drivers are helpful82.1%77.3%73.2%61%+4.8%

Customer Service

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Customer Service
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
My question, concern, or complaint was resolved61.6%56.9%58.6%Lama Helin+4.8%
The resolution was provided in a timely fashion84.1%93.2%92.7%Lama Helin-9.1%
RTD's customer service representatives are courteous68.4%69.6%66.0%Lama Helin-1.2%

Destinations and Funding

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Destinations and Funding
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
RTD provides access to key public service destinations85.5%84.3%75.8%Lama Helin+1.2%
Private entities, non-profits, and local governments should consider increasing funding to improve the quality and/or expand services84.4%88.6%75.8%Lama Helin-4.3%

Community Value

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Community Value
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
RTD provides value to the community86.6%85.0%79.0%73%+1.6%

Paratransit: Survey Results

Customer Net Promoter Scores
2025Access-a-Ride NPS Score: +542024Access-a-Ride NPS Score: +592023Access-a-Ride NPS Score: +202025Access-on-Demand NPS Score: +812024Access-on-Demand NPS Score: +672023Access-on-Demand NPS Score: +58

Customer Characteristics

Demographics and Transit Use

Paratransit

  1. Most likely to be female and over 65 years old
  2. AaR:64% AoD:66% White or Caucasian
  3. AaR:16% AoD:12% Hispanic, Spanish, or Latino/a/x
  4. AaR:18% AoD:15% Black/African American
  5. AaR:86% AoD:90% reported household incomes less than $50,000
  6. AaR: 52% of users surveyed use AaR for most of their trips
  7. AaR: 41% use services for medical appointments
  8. AoD: 74% of users surveyed use AoD for making most of their trips
  9. AoD: 45% use services for medical appointments

AaR: Access-a-Ride

AoD: Access-on-Demand

Satisfaction and Favorability

Overall Satisfaction

Percentage of survey respondents indicating satisfaction (Satisfied or Very Satisfied)

Overall Satisfaction
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
Access-a-Ride84%80%Lama Helin+4%
Access-on-Demand97%86%+11%

Community Value Survey

In addition to gathering feedback directly from customers, RTD also solicited separate feedback from households across the Denver metro area.

Community: Survey Results

Community Net Promoter Scores
2025Community NPS Score: +142024Community NPS Score: -222023Community NPS Score: -44Celceliska QarankaCommunity NPS Score: -61

RTD's Value

Perception of Value

Percentage of survey respondents indicating Valuable or Extremely Valuable

Opinion Regarding RTD's Value
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
Value to the greater Denver region86%86%84%66%+0%
Value to you personally73%62%54%31%+11%
Providing transportation options to people with special mobility needs88%88%82%78%+0%
Providing affordable transportation options82%80%78%77%+ 2%
Improving quality of life76%75%66%56%+1%
Attracting and retaining more employment opportunities in the region64%65%62%54%-1%
Reducing traffic congestion80%78%75%56%+ 2%
Making roads safer for all users74%73%68%45%+1%
Providing access to places of employment77%73%68%69%+4%
Providing access to medical facilities69%69%62%77%+0%
Providing access to educational facilities78%81%75%72%-3%
Providing access to places of leisure76%77%73%57%-1%
Achieving sustainable practices, reducing pollution and carbon footprint83%83%82%58%+0%
Providing safe transportation alternative81%77%73%74%+4%
Providing access to the region, adjacent cities and counties69%71%61%69%-2%
Supporting community business68%72%64%Lama Helin-4%
Bixinta fursado lagu helo guryo la awoodi karo63%63%53%Lama Helin+0%

Fursad La Xiriirta Adeegga

Aragtida Xushmadda

Boqolleyda jawaab bixiyayaasha sahanka oo muujinaya inay ku raacsan yihiin (Ku raacsan yihiin ama Si xooggan u raacsan yihiin)

Fursad La Xiriirta Adeegga
Su'aal/Mowduuc202520242023Celceliska QarankaIsbarbardhigga 2025 iyo 2024
Waxaan leeyahay aragti wanaagsan oo ku saabsan summada RTD48%46%44%45%+ 2%
Waxaan dareemayaa ammaan shaqsi ahaan ah markaan isticmaalayo adeegyada RTD46%43%40%55%+3%
RTD si ku filan ayay ugu adeegtaa xarumaha shaqada44%36%36%32%+ 8%
Warbixinta maaliyadeed ee RTD waa mid la fahmi karo oo hufan27%25%20%22%+ 2%
Waxaan dareemayaa in gawaarida RTD ay yihiin kuwo farsamo ahaan ammaan ah90%85%88%55%+5%
Adeegyada RTD waxaa heli kara dadka naafada ah ee kala duwan76%72%74%42%+4%
RTD waa kheyraad bulsho oo kala duwan, siman, oo loo dhan yahay71%63%61%Lama Helin+ 8%
Adeegga RTD wuxuu taageeraa ganacsiga bulshada52%48%45%Lama Helin+4%
Maalgashiga bulshadu ee gaadiidka wuxuu bixiyaa qiimo82%81%80%Lama Helin+1%
RTD waa la aamini karaa44%40%37%55%+4%
RTD waa maamule wanaagsan oo lacagaha dadweynaha ah33%29%27%Lama Helin+4%
RTD si fiican ayay u maamushaa kheyraadkeeda dhaqaale21%19%14%Lama Helin+ 2%