DCTA Receives High Marks from Riders in 2017 Passenger Satisfaction Survey

The Denton County Transportation Authority released its biennial passenger survey this past April to gather input from passengers on their perspective on agency services. The agency received a total of 2,617 responses which is equal to 22 percent of the average daily ridership for April. Total survey responses were up 41 percent compared to the agency’s 2015 passenger satisfaction survey.

“We appreciate our riders taking time to provide us with feedback,” said Jim Cline, DCTA president. “The rider feedback we received will help us provide the services required to meet the needs of the many communities we serve.”

DCTA presented the survey results to its Board of Directors during the July 2017 board meeting. Below are key results from the survey:

DCTA Passenger Report Card

• 82 percent of survey respondents said they would likely recommend DCTA services to a family member or friend
• Survey respondents ranked the following attributes from most to least important – Reliability, Safety, Convenience, Affordability, Employee Service and Comfort

How Often Passengers Use DCTA Services

• 60 percent of survey respondents use DCTA services daily
• 17 percent of survey respondents use DCTA services once or twice a week
• Eight percent of survey respondents use DCTA services a few times a month
• Seven percent of survey respondents use DCTA services occasionally throughout the year

*Eight percent of survey respondents didn’t answer to this question*

Where Passengers Go Riding DCTA

• 43 percent of survey respondents use DCTA services to get to school
• 20 percent of survey respondents use DCTA services to get to work
• 13 percent of survey respondents use DCTA services to avoid traffic

*24 percent of survey respondents didn’t answer to this question*

How Passengers Receive DCTA Information

• 35 percent of survey respondents get agency information via RideDCTA.net
• 27 percent of survey respondents get agency information via vehicle and facility signage
• 16 percent of survey respondents get agency information via Rider Alerts

*22 percent of survey respondents didn’t answer to this question*

DCTA’s 2017 Passenger Satisfaction Survey was distributed starting Monday, April 3, through Friday, April 21. A total of 35 percent of respondents were male and 39 percent of respondents were female. A total of 69 percent of survey respondents listed English as their primary language spoken at home, 48 percent of survey respondents were between the ages of 18 and 34, 18 percent of survey respondents were between the ages 35 and 54, and 10 percent of survey respondents were between the ages of 55 and 74.