error Up to a $3,500 sign-on bonus for new bus operators! Learn More
logo
  • logo
  • Trip
      Trip Planning
      • Plan Your Trip
      • Service Alerts
      • Severe Winter Weather Operating Plans
  • Guide
      Transit and Use
      • Schedules and Maps
      • Transit Services
      • DART Bus Service
      • DART Rail System
      • Trinity Railway Express -TRE
      • GoLink
      • Paratransit Services
      • Dallas Streetcar
      • M-line Trolley
      • West Dallas Shuttle 
      • Park & Rides, Transit Centers & Transfer Locations
      • Vanpool
      Supporting Services
      • Accessibility
      • Mobility Ambassador Program
      • Bike and DART
      • Rider Assistance Program
      • Park and Rides
      Safety and Security
      • Passenger Guide to Safety and Security 
      • Get Help (Safe Place program)
      • Safety and Security
  • Fare
      General Fares and Overview
      • Fares
      • Fare Citations and Policies
      • Discount GoPass® Tap Card
      • Reduced Fares
      • Group and Advance Sales Fares
      • Employer Pass Program
      • Day Pass Voucher Application
  • About
      About DART
      • About DART
      • Board Members
      • Executive Staff 
      • DART Scorecard
      • DART Service Area and Facts
      • DART Police
      • Belonging and Civil Rights
      Doing Business
      • Procurement
      • Advertising And Sponsorship
      • D/M/WBE Programs
      Project and Initiatives
      • Innovation
      • Expansion
      • Transit Oriented Development and Planning
      News and Events
      • News Releases
      • Events
      • Transit Education
      • Commercial Photography and Filming on the DART System
      Public Access Information
      • Financial Information
      • Board Meetings Information
      • Community Connections
      • Right of Way Information
      • Reports and Policy Information
      • Internal Audit
      • Public Information Act Requests
      • Legal Notices
      • Coronavirus Information
  • Careers
  • Help
  • Contact Us
  • language
    Home About News and Events News Releases News Release Detail

DART News Release

arrow_back_ios Back to News Releases
Apr 08, 2008 | General
Customers give DART an A

Media Relations Contact:
Morgan Lyons

April 8, 2008

New customer satisfaction survey results

Customers give DART an 'A'

91% of our customers express general satisfaction with DART services
91% of our customers express
general satisfaction with
DART services
Download a High Resolution JPG

93% would recommend riding DART to others
93% would recommend
riding DART to others
Download a High Resolution JPG

90% report favorably in terms of operator courtesy, a gain of 6% since the last survey.
90% report favorably in terms of operator courtesy, a gain of
6% since the last survey
Download a High Resolution JPG
More than 90% of DART's customers say they're satisfied with the transit agency's services and 93% of them would recommend DART to others, according to a new customer survey.

In the survey, nine out of 10 respondents had good things to say about bus and rail operator courtesy. And the Customer Information Center received a "thumbs up" of nearly the same proportion. In both cases, DART saw big improvements over the last customer survey, conducted in September 2006.

The survey was conducted in October and November 2007 among more than 5,500 customers representing all DART modes and member cities, and has a margin of error of plus or minus 1.3% at a 95% confidence level.

Other key findings focus on security, performance
The customer sense of safety and security was up markedly from previous surveys. The 73% customer satisfaction rating with the visibility of uniformed DART personnel (police officers, fare enforcement inspectors and others) on trains is a 16-percentage point increase over the September 2006 survey. To help improve performance, DART is working to fill more than two-dozen new police officer positions and five fare enforcement officer positions. That would increase the number of police officers to 190 and fare enforcement officers to 35.

The survey reported a 14-percentage point increase in customer satisfaction with security at transit centers and park and rides, with a rating of 84% compared to the previous 70%. Finally, 89% of customers also reported satisfaction with the security on buses, an improvement of 3-percentage points.

While customer satisfaction with the on-time performance of DART's trains remained high at 94%, satisfaction with bus on-time performance increased 3-percentage points to 80%. Satisfaction with bus/rail on-time transfers was up 6-percentage points to 85% compared with the last survey.

And 87% of survey respondents reported the Customer Information Center answered calls promptly compared with 74% in the last survey.

There's still work to do
Customer satisfaction in the following areas has shown some gains since the September 2006 survey, but the 2007 survey still indicates major areas where DART has room for improvement. Some changes are already under way.
  • 50% of respondents say they have experienced bus pass-bys -- reflecting a 4-percentage point improvement over the last survey results, but still unacceptably high. DART has improved signage on board vehicles and at transit centers to make sure customers know where to stand to catch the bus they want.

  • The 72% customer satisfaction with bus cleanliness represents a 3-percentage point improvement. Bus washing frequency has been increased and more bus servicers have been hired since the survey was completed.

Other quality improvement initiatives include additional customer service training for operators and additional buses on standby during midday and weekend hours to support customers in the event of a mechanical breakdown, accident or other service disruption.

-- 30 --


Sign Up for Alerts Just for You!

The best way to stay up to date on service alerts and other DART-related news and information is to register for My DART Updates.

Subscribe

Contact Us Today!

1401 Pacific Ave, Dallas, TX 75202

call  214-979-1111

Representatives are available Monday through Friday: 6 a.m. to 8 p.m.

Saturday and Sunday: 8 a.m. to 5 p.m. Holidays: 8 a.m. to 5 p.m.

  1. Careers
  2. Contact
  3. Privacy Policy
  4. Legal
  5. Powered by Google Translate Translate
Hidden Utility Section
Search widget for navbar
2023 Dallas Area Rapid Transit
  • DARTable
  • DARTdaily
  • DARTzoom
arrow_upward