2024 Customer Satisfaction Survey

We looked at how CapMetro customers feel about the service, what matters most to them and how different groups experience various transit options.

Where Customers Responded to the Survey

Total 100%

Local Bus and Flyer 23%

CapMetro Rapid 22%

CapMetro Rail 20%

UT Shuttle 20%

CapMetro Express 15%

Our survey was administered on multiple services. The total percentage of respondents are as follows: Local Bus and Flyer at 23%, CapMetro Rapid at 22%, CapMetro Rail at 20%, UT Shuttle at 20%, and CapMetro Express at 15%.

Satisfaction Level with Total CapMetro Experience

We asked customers to rate their total CapMetro experience. 69% of respondents said they were either satisfied or very satisfied with their experience.

Satisfied

Neutral

Unsatisfied

69% OVERALL
SATISFACTION

CapMetro Service

Our bus operators, train conductors and call center representatives carry the lion share of engagement with our customers, and we want to create a positive experience with each touchpoint.

Courteous service from bus operators and train conductors

74% of surveyed respondents were either satisfied or very satisfied in the level of courtesy from bus operators or train conductors.

Satisfied

Neutral

Unsatisfied

74% OVERALL
SATISFACTION

Courtesy of Customer Care

56% of survey respondents were either satisfied or very satisfied in the level of courtesy and responsiveness from CapMetro’s call center.

Satisfied

Neutral

Unsatisfied

56% OVERALL
SATISFACTION

Frequency and Reliability

The key to good transit service is when you can trust your bus or train to get you to your destination on time. This chart shows how we’re meeting your expectations.

The Bus/Train Operates When You Need It

65% of our customers were either satisfied or very satisfied at the times in which the bus/train operates.

Our survey was administered on multiple services. For this survey question, these are the responses by service: Local Bus and Flyer at 64%, Rapid at 72%, Rail at 59%, UT Shuttle at 69%, and Express at 66%.

Satisfied

Neutral

Unsatisfied

65% OVERALL
SATISFACTION

66%

Express

64%

Local/Flyer

59%

Rail

71%

Rapid

69%

UT Shuttle

Your Bus/Train Runs on Time

60% of survey respondents were either satisfied or very satisfied at the timeliness of the bus/train operation.

Our survey was administered on multiple services. For this survey question, these are the responses by service: Local Bus and Flyer at 59%, Rapid at 65%, Rail at 77%, UT Shuttle at 57%, and Express at 63%.

Satisfied

Neutral

Unsatisfied

60% OVERALL
SATISFACTION

63%

Express

59%

Local/Flyer

77%

Rail

65%

Rapid

57%

UT Shuttle

Rules and Fares Enforcement

We believe that everyone deserves to have a safe and enjoyable experience while riding or while waiting for your ride at bus stop or train station. How do we measure up to that standard?

Your Satisfaction with Enforcement of Rules and Fares

59% of surveyed respondents were either satisfied or very satisfied with how well we’re enforcing fares and riding rules.

Satisfied

Neutral

Unsatisfied

59% OVERALL
SATISFACTION

CapMetro Phone Apps

Mobile phones are increasingly useful to the transit experience—helping you plan trips, purchase your fare, track bus locations and scan your pass once onboard. So, we asked customers to rate their experience with CapMetro’s legacy phone app, which was retired in early 2025.

Your Satisfaction With the CapMetro Phone App

54% of survey respondents were either satisfied or very satisfied with their experience of the CapMetro legacy phone app.

Satisfied

Neutral

Unsatisfied

54% OVERALL
SATISFACTION

Contact Us

We want to hear from you! Our staff collects customer input from a variety of sources, and no comment or suggestion is too small. Learn all the ways you can make your voice heard.

Contact Us