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Media Relations Contact:
Morgan Lyons
Mark A. Ball

November 11, 2009

Riders recommend service to others

New DART survey shows customer satisfaction still high

For the third consecutive year more than nine out of ten Dallas Area Rapid Transit (DART) customers report overall satisfaction with the agency. The survey reported a 93 percent general satisfaction compared to 94 percent in 2008 and 91 percent in 2007.

The survey of more than 5,500 customers was conducted in August and has a margin of error of +/- 1.3 percent. Other key findings from the survey include:

  • 95 percent would recommend riding DART to others
  • 86 percent believe services are better than last year
  • 86 percent believe buses are on schedule
  • 95 percent report the trains are on time
  • Customer perception of vehicle cleanliness was up for both buses (81 percent) and trains (95 percent) compared with 2008
  • Customers feel safe at Transit Centers and Park & Rides (88 percent), buses (91 percent), trains (90 percent) and bus stops and rail stations (86 percent).
Gary Thomas, DART President/Executive director, says, "We're pleased customers have noticed our continued effort to make their trips safe, comfortable and easy. I'm proud of the hard work of our staff, but there's still more for us to do and I'm confident we'll continue making gains."

Bus pass-bys a problem
DART is already working to reduce the problem of pass-bys, where a bus operator inadvertently missed a customer. Eight percent more customers reported that they had experienced a bus pass-by in 2009. In the 2009 survey, 69 percent of survey respondents reported a pass-by compared with 61 percent in the 2008 study. New passenger shelters are being equipped with solar-powered lighting, which adds to the comfort and security of waiting passengers while also making it easier for operators to see them. The new "I-Stop" is a customer-activated, solar powered light on the bus stop pole which again provides greater comfort and security while also improving visibility from an operator point of view.

View more information about new I-Stops.

Transportation staff will also review survey results and conduct additional customer research to identify the reasons for this problem and to develop possible solutions.

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