CTA rider satisfaction dropped a few percentage points between 2011 and 2014, according to a Sun-Times story, though overall satisfaction still remains high.
The 2014 survey showed that 77 percent of riders were satisfied with CTA service – a drop of four percentage points from 2011, when 81 percent reported being satisfied.
Notably, satisfaction with bus service fell by 5 percentage points, from 80 percent satisfied in 2011 to 75 percent in the 2014 survey. This reduction came despite 2013 efforts to reduce crowding on both buses and trains. The drop in satisfaction also may have been caused by lingering dissatisfaction with the 2013 rebuild of the southern end of the Red Line. The CTA used a cadre of bus shuttles to ferry South Side passengers to the Loop. South Side passengers were the least satisfied with their service.
The CTA’s response, from the Sun-Times story:
The results are in line with the ratings of peers in New York, San Francisco and New Jersey, CTA spokeswoman Tammy Chase said.
Chase called the 4 percentage point drop in overall satisfaction “slight.” She tied the May-to-August 2014 survey results to the brutal early winter months of 2014 and the bumpy rollout of the CTA’s Ventra fare payment system, which Chase said “fully launched successfully in July.”
Chase cautioned the survey was a mere “snapshot in time” and said CTA officials are “constantly working to improve service to our customers, and have done so in recent years in a number of ways.”
Given the Ventra rollout, I’d say the CTA held its own on this satisfaction rating.
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