Transit agencies across the country have recently conducted and compiled their latest rider satisfaction scores, with some reaching score heights matching or exceeding their pre-pandemic levels.
Dallas Area Rapid Transit (DART) reaches highest rider satisfaction since 2019
DART reports that it has achieved its highest-ever Net Promoter Score (NPS), showcasing what it calls increased rider confidence and ongoing improvements in the customer experience for passengers.
According to DART’s fiscal year (FY) 2026 Customer Satisfaction Survey, the agency’s NPS rose 10.8 points to a record 33.7, placing the agency above the transit industry median. The survey also found overall customer satisfaction reached 74.9%, the highest level since 2019. Additionally, 89.6% of riders say they are likely to continue using DART, the highest percentage recorded since DART began conducting the survey in 2012.
The agency says the survey showed broad improvements across different rider demographics, types and travel modes. This reflects systemwide progress rather than gains within a specific group.
“These results reflect our ongoing commitment to providing a safe, reliable and positive experience for every rider and the work DART employees do every day to improve our service,” said DART Executive Vice President and Chief Communications Officer Jeamy Molina. “We’re encouraged to see more riders recommending DART and expressing greater confidence in the system. We are proud of the progress we’ve made and remain focused on continuing to improve the experience for everyone who chooses to ride with us.”
The survey’s key findings include:
- Dependent riders experienced one of the largest improvements, with satisfaction increasing 7.5 percentage points.
- Hispanic riders saw satisfaction rise 5.2 percentage points to 76%.
- GoPass app users reported a 6.2-point increase in satisfaction.
The agency noted that riders consistently rated DART personnel, GoLink agents, transit center staff, customer service representatives and real-time information tools as some of the best aspects of the rider experience. The agency says that the presence of DART personnel was identified as the strongest factor driving overall customer satisfaction.
DART also notes that the survey highlighted areas for improvement, especially in bus reliability, safety, train cleanliness and communication during service disruptions. DART says it will use these findings to prioritize future investments and operational improvements that enhance the rider experience.
The FY26 Customer Satisfaction Survey included over 6,100 qualified rider responses collected between March 16 and April 30, 2026.
KC Streetcar reaches 94% satisfaction with overall service
The Kansas City Streetcar Authority (KC Streetcar) recently released the results from its 2026 KC Streetcar Rider Satisfaction Survey, showing a 94% satisfaction rating of overall service from KC Streetcar riders.
This in-person survey was conducted on-board the KC Streetcar in May 2026 and resulted in 1443 rider responses, according to the agency. KC Streetcar says these survey results equip its team with insights into rider preferences and experiences, allowing them to provide higher quality service for riders. This survey was conducted after the Riverfront Extension opening, but prior to the FIFA World Cup activities.
The survey’s data focuses on various aspects of the KC Streetcar experience, including satisfaction with frequency, reliability, safety and ease of use. It also captures rider demographic information, including age, geographic location and transit access.
- 92% of riders who live in Kansas City, Mo., are satisfied with overall service.
- 96% of riders are satisfied with the ease of use.
- The top three qualities KC Streetcar riders value most are, according to the survey:
- Frequency (85% satisfaction)
- Reliability (89% satisfaction)
- Personal safety while riding (89% satisfaction)
- 70% of streetcar riders are spending money as part of their trip (dining, shopping, socializing, visiting museums).
The agency notes that personal safety while riding is newly trending as a most valuable quality with streetcar riders. In response to this data, the KC Streetcar team implemented the free See Say reporting app that gives riders a reliable and efficient form of safety and incident reporting while riding or waiting for a streetcar.
In noting that 59% of riders use the KC Streetcar real-time arrival signs as their main mode of trip planning and streetcar location information, KC Streetcar upgraded the real-time transit data and analytics platform behind them. The new platform helps the team better understand how the system is performing, make smarter operational decisions and improve the rider experience by increasing the reliability of real-time arrival data at streetcar stops.
“Listening to our riders is essential to providing great streetcar service,” said KC Streetcar Executive Director Tom Gerend. “A 94% overall satisfaction rate and feedback from our riders reflect the positive experience we’re delivering, helps us better understand what matters most to our passengers and guides us on how to continuously improve. We’re encouraged that riders continue to value the KC Streetcar’s frequency, reliability and safety.”
KC Streetcar conducts Rider Satisfaction Surveys every two years, with exceptions in 2025 and 2026 to measure rider experiences before and after the opening of the Main Street and Riverfront Extensions. KC Streetcar notes that conducting the survey on a regular basis allows the team to monitor changes in rider satisfaction, service performance and the overall customer experience over time.
