DALLAS, August 5, 2026 - Dallas Area Rapid Transit (DART) has achieved its highest-ever Net Promoter Score (NPS), reflecting increased rider confidence and ongoing improvements in the customer experience.
According to DART's FY2026 Customer Satisfaction Survey, DART's Net Promoter Score 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 fielding the survey in 2012.
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 Jeamy Molina, EVP & Chief Communications Officer. "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."
Among the survey's key findings:
- Overall customer satisfaction reached 74.9%, the highest level since 2019.
- Net Promoter Score increased 10.8 points to a record 33.7.
- Nearly 9 in 10 riders (89.6%) say they plan to continue using DART, the highest percentage ever.
- 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 survey also reaffirmed one of DART's greatest strengths: its employees.
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. In fact, the presence of DART personnel was identified as the strongest factor driving overall customer satisfaction.
The survey also highlighted areas for improvement, especially in bus reliability, safety, train cleanliness, and communication during service disruptions. DART will use these findings to prioritize future investments and operational improvements that enhance the rider experience.
The FY2026 Customer Satisfaction Survey included over 6,100 qualified rider responses collected between March 16 and April 30, 2026. This provides one of the most detailed assessments of rider perceptions across the DART system.
About Dallas Area Rapid Transit (DART)
Dallas Area Rapid Transit (DART) provides modern public transit services designed for fast, comfortable, and economical travel. The agency operates light rail, Trinity Railway Express, regional rail, bus routes, GoLink on-demand service, and paratransit, moving more than 171,000 passengers daily across a 700-square-mile, 12-city region including Addison, Carrollton, Cockrell Hill, Dallas, Farmers Branch, Garland, Glenn Heights, Irving, Richardson, Rowlett, Plano, and University Park.
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