Denver RTD’s Customers Perceive the Overall Quality of RTD Services as Very High
The Regional Transportation District received strong marks in the latest Customer Satisfaction Survey. According to the study, RTD passengers perceive the overall quality of RTD services as very high. The average rating of the overall quality of RTD services was higher than 4.0 on a 5-point scale, where 1 indicated “poor” and 5 indicated “excellent.”
“It is wonderful to know our passengers are extremely happy with our services, will continue to use them and will recommend it to others,” said RTD General Manager and CEO Dave Genova. “This is a testament to the hard work of our employees and I congratulate them for a job well done. We strive to provide safe, clean, reliable, courteous, accessible and cost-effective bus and rail services to our customers.”
RTD commissioned BBC Research & Consulting to conduct the 2017 Customer Satisfaction Survey in the spring of 2017. The survey, done every three years, with paper-and-pencil and online, addressed the use of various RTD services; payment options and use of discounts; trip and passenger characteristics, travel to and from RTD stops and stations; and satisfaction with RTD services.
According to the study, RTD passengers rate the quality of all aspects of RTD service as very high. Mean quality ratings of various aspects of RTD services varied between 4.0 and 4.5 out of 5.
Here are some other highlights of the survey:
RTD continues to deliver high value to its passengers for the fares that they pay. The mean rating of the value that passengers received from the fare that they pay was 4.2 out of 5.
Passengers are very likely to choose RTD again and recommend RTD to others. Mean likelihood ratings were 4.7 and 4.5 out of 5, respectively. The average quality ratings for bus service (mean quality = 4.17), train service (mean quality = 4.34) and overall RTD services (mean quality = 4.22) exceeded 4.0. In addition, passengers indicated that they were very likely to choose to use RTD again (mean likelihood = 4.66) and to recommend RTD to others (mean likelihood = 4.47).
Fare value is substantially related to passengers’ perceptions of the overall quality of RTD services, their likelihood to choose RTD again, and their likelihood to recommend RTD to others.
RTD passengers perceive the quality of the schedule and route information receive from RTD as quite high. Mean quality ratings of both schedule and route that they information were 4.3 out of 5.
