Denver-Area Transit Customer Satisfaction Surveys

The Regional Transportation District (RTD) in the Denver, Colorado, area conducted surveys in 2011, 2014, 2017, and 2019 to monitor the satisfaction of its bus, rail, and call-n-ride customers.

Survey results also provided data to inform potential improvements.

Transit Agency

BBC Research and Consulting conducted the surveys for RTD.

Survey Methodology

The surveys were conducted in English and Spanish.

Paper-based survey packets included instructions for completing the surveys, returning the completed surveys to RTD, and accessing an online version of the surveys as an alternative to the paper-based version. Survey distribution plans accounted for various factors, including ridership volumes at different stops, different times of day, and different days of the week.

2011 and 2014

The 2011 and 2014 surveys addressed topics such as station access, payment options, parking services, customer service, online resources, and overall experience. They were distributed to bus, light rail, Call-n-Ride, and SkyRide passengers. In 2014, a total of 18,988 paper-based survey packets were distributed.

2017

The 2017 survey addressed topics such as use of services, payment options and discounts, trip and passenger characteristics, travel to and from RTD stops and stations, and satisfaction. A total of 41,281 paper-based surveys were distributed to bus, light rail, Call-n-Ride, and SkyRide passengers.

2019

The 2019 survey addressed topics pertaining to how RTD's new service lines, fare structure, and mobile ticketing application affected customer satisfaction. A total of 12,539 paper-based surveys were distributed to bus, light rail, commuter rail, SkyRide, and FlexRide passengers.

Survey Records and Data

Survey records include 24,690 participants—6,188 from 2011; 4,755 from 2014; 9,936 from 2017; and 3,811 from 2019.

How To Cite the Data

If you use the data in a publication, please contact us and include a citation in your publication consistent with the following format:

"Transportation Secure Data Center." [(year)]. National Renewable Energy Laboratory. Accessed [date]: www.nrel.gov/tsdc.

More Studies and Surveys

See cleansed data from other transportation studies and surveys.