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1/16/2024
Riders' satisfaction with the Chicago Transit Authority's (CTA) service increased in 2023, according to customer surveys administered throughout the year.
Since the agency launched the "Meeting the Moment Action Plan" in August 2022, all key performance indicators for bus and rail service have shown measurable customer satisfaction improvements across six quarterly surveys, including the most recent survey conducted in October and November 2023, CTA officials said in a news release. While satisfaction rates have improved, they remain below pre-COVID levels in many important areas, they said.
"These surveys, which we have been doing every quarter since summer 2022, show that we're making measurable progress in many areas," said CTA President Dorval Carter Jr. "But clearly there is more work we need to do."
Across the quarterly surveys, respondents reported that the top factors influencing their choice to use CTA's system are more frequent service, more accurate real-time arrival information for buses and higher reliability.
To address those concerns, the CTA has updated its train and bus trackers and realigned scheduled service to the available workforce to boost reliability.