DCTA 2019 Passenger Survey Reveals Rider Satisfaction with Agency Services and Staff

Passenger Survey Results

Many Denton County Transportation Authority (DCTA) passengers are enjoying the ride according to the agency’s recent biennial passenger survey that was released this past April to gather input from riders on their perspective on DCTA’s system. The survey was available online and on paper, as well as in English, Spanish and Hakha Chin. DCTA received a total of 2,629 responses which is equal to 20 percent of the average daily ridership for April 2019. The margin of error was 1.71 percent. DCTA presented the survey results to its board of directors during the June 2019 board meeting.

 

Below are key results from the survey:

 

DCTA PASSENGER REPORT CARD

Respondents were asked to rank the system’s services and the results include:

  • Survey respondents described the following areas of DCTA’s mobility services as excellent or good: 92 percent for affordability, 91 percent for employee service and 86 percent for safety
  • 82 percent of survey respondents said they would likely recommend DCTA services to a family member or friend

 

HOW OFTEN PASSENGERS RIDE DCTA

Respondents were asked how often they ride DCTA and the responses include:

  • 57 percent of survey respondents use DCTA services daily
  • 24 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
  • 11 percent of survey respondents use DCTA services occasionally throughout the year

 

WHERE PASSENGERS GO RIDING DCTA

Respondents were asked to specify where they go when they ride DCTA and the results include:

  • 49 percent of survey respondents use DCTA services to get to school
  • 10 percent of survey respondents use DCTA services to get to work
  • 10 percent of survey respondents use DCTA services to save money
  • Seven percent of survey respondents use DCTA services to avoid traffic

 

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

 

HOW PASSENGERS RECEIVE DCTA INFORMATION

Respondents were asked how they receive news and information about DCTA and the results include:

  • 37 percent of survey respondents get agency information via DCTA’s website
  • 35 percent of survey respondents get agency information via vehicle and facility signage
  • 17 percent of survey respondents get agency information via DCTA’s social media channels
  • 15 percent of survey respondents get agency information via Rider Alerts

 

*Multiple information channels were selected*

 

RIDER SENTIMENT FOR ON-DEMAND SERVICES

Respondents were asked to rate DCTA’s on-demand services and the results include:

  • 94 percent of survey respondents rated the Lewisville Lakeway Zone as excellent and good
  • 86 percent of survey respondents rated the Denton Enterprise Airport Zone as excellent and good
  • 73 percent of respondents would be very likely and somewhat likely to try new on-demand services if they were offered
  • 83 percent of survey respondents would book a trip via a mobile app

 

DCTA’s 2019 Passenger Satisfaction Survey was distributed from Monday, April 8, through Friday, April 26. A total of 47 percent of respondents were male and 53 percent of respondents were female. A total of 89 percent of survey respondents listed English as their primary language spoken at home, 69 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 11 percent of survey respondents were between the ages of 55 and 74.

Want to learn more about DCTA’s 2019 Passenger Satisfaction Survey? Watch our video with the survey results below!

 

For direct media inquires, please contact:

Adrienne Hamilton,

Senior Manager of Marketing and Communications

Direct Line: 972.316.6114

Mobile: 214.497.6166

Email: ahamilton@dcta.net

Nicole Recker,

Vice President of Marketing and Administration

Direct Line: 972.316.6132

Mobile: 817.909.3498

Email: nrecker@dcta.net