RTD Survey Reveals Improved Reliability and On-Time Performance, But Trust Issues Remain

Positive Feedback from RTD Customers

The Regional Transportation District (RTD) in Colorado has released a new report highlighting customer satisfaction with its services. The findings reflect a generally positive experience, particularly in areas such as reliability, cleanliness, and punctuality.

Bus Customer Insights

Bus customers have shown strong support for RTD’s services. Key statistics include:

• 78% of respondents rely on RTD's bus services.
• 85% agree or strongly agree that RTD provides value to the community.
• 71% use the service three or more days a week.
• Overall satisfaction increased by 8% year-over-year.
• 11% of customers feel safer while waiting at stops.
• 13% reported cleaner vehicles.
• 7% are satisfied with the frequency of service.
• 3% noted that bus operators are more courteous.

RTD buses exceeded the national average across all 16 comparative categories. The Net Promoter Score (NPS) for buses is +26, compared to a national average of -16. For bus users, the most important factors are frequency of service, hours of operation, stop location, fare price, and timely arrivals.

Rail Customer Experience

Rail customers also showed improvements in their satisfaction levels:

• 65% of respondents rely on RTD's rail services.
• 59% use the service three or more days a week.
• Overall satisfaction increased by 12% year-over-year.
• 17% reported cleaner trains.
• 7% are satisfied with the frequency of service.
• 10% indicated that trains run on time.
• 14% feel safer while riding the train.
• 12% feel safer while waiting at stations.
• 5% noted that rail operators are more courteous.

RTD rail services outperformed the national average in 15 of 16 categories. The NPS for rail is +31, compared to a national average of -3. For rail users, the key factors are frequency of service, station location, fare price, hours of operation, and timely arrivals.

Paratransit Services

Paratransit customers, including those using Access-a-Ride and Access-on-Demand, reported high levels of satisfaction:

• 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 has an NPS of +54.
• Access-on-Demand has an NPS of +81.

These figures highlight the effectiveness of specialized transportation services for individuals with mobility needs.

Community Impact

RTD’s services play a significant role in the daily lives of residents:

• Getting to work is the top reason people use RTD, up 7% from 2024.
• 11% of the community feels RTD provides personal value.
• 82% believe their investment in RTD offers value.
• 83% see RTD as valuable for reducing pollution and promoting sustainability.
• 90% feel RTD vehicles are mechanically safe.
• 80% view RTD as effective in reducing traffic congestion.

Despite these positive trends, some customers remain uncertain about safety and trust in the system. RTD acknowledges past challenges and is working to address them. Recent efforts include increasing transit police presence, with over 85 officers currently on duty and a goal of 150 by the end of 2025.

Improvements and Future Plans

RTD has taken steps to enhance service quality. In May 2025, the agency received 27,000 additional service hours to improve frequency and reliability. This has helped reduce delays and cancellations caused by maintenance issues. Projects like the Downtown Rail Reconstruction and the 16th Street Bus Rapid Transit have also seen progress.

RTD emphasizes transparency and communication. Any disruptions can be found through the RTD app. As Stuart Summers, Chief Communication and Engagement Officer, stated: "We are listening. We are taking action. We are adopting plans and tactics based on what customers are telling us. Those pain points they are experiencing; we want to do better. Give us a chance. Help us help you."