RTD Denver Reports Significant Gains in Customer Satisfaction and Service Reliability

The Regional Transportation District (RTD) in Denver has released its 2026 annual customer and community surveys, revealing substantial improvements in satisfaction across its bus and rail networks. The findings show that RTD's service quality now exceeds national averages in nearly every comparative category, with notable gains in on-time performance for light rail and commuter rail. These results highlight the agency's successful efforts to enhance regional accessibility and provide community value through its Welcoming Transit Environment initiative.

According to the 2026 survey conducted by the ETC Institute, RTD’s bus and rail services have seen double-digit improvements in perceived reliability. Specifically, the timely arrival of light rail trains saw a 26% increase in satisfaction, while buses and commuter rail improved by 15% and 10%, respectively. Overall satisfaction levels for bus and rail customers are now 26% and 31% higher than the national average. RTD’s bus operations outperformed national benchmarks in all 16 comparative categories, while rail operations exceeded national averages in 15 of 16 categories, including community value, reasonable fare prices, and operator helpfulness.

A critical metric in the report is the Net Promoter Score (NPS), which measures the likelihood of customers recommending the service. RTD achieved a combined NPS of +50 for its bus, rail, and paratransit services, marking a 13-point increase over 2025 and a significant 37-point jump from 2024. General Manager and CEO Debra A. Johnson attributed these gains to ongoing initiatives focused on creating a Welcoming Transit Environment and improving the overall customer experience. The survey also indicated that residents increasingly view RTD as a vital link to employment, medical services, recreational destinations, and affordable housing.

The data collection process involved statistically valid customer intercept surveys for fixed-route services and a mix of mail, email, and text responses for Access-a-Ride and Access-on-Demand paratransit users. To ensure a comprehensive view, the ETC Institute also surveyed a demographically representative sample of non-customers across the Denver metro area in March and April. The findings, which were presented to RTD’s Performance Committee on June 1, 2026, will be used by the leadership team to identify further operational enhancements. The agency remains focused on maintaining this momentum through continuous innovation as it seeks to strengthen its role in regional connectivity.