2026 Customer Experience Surveys
We looked at how CapMetro customers feel about the service, what matters most to them and how different groups experience various transit options.
Annually, we conduct our Customer Experience Survey on Fixed Route (Bus and Train) services. In 2026, we also surveyed Access and Pickup customers for overall satisfaction across various aspects. Below are some highlights from the Fixed Route Survey.
Where Customers Responded to the Survey
Our survey was administered on multiple services. The total percentage of respondents are as follows: Local Bus and Flyer at 33%, CapMetro Rapid at 18%, CapMetro Rail at 18%, UT Shuttle at 18%, and CapMetro Express at 13%.
Satisfaction Level with Total CapMetro Experience
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
Courtesy of Customer Care
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
Our survey was administered on multiple services. For this survey question, these are the responses by service: Local Bus and Flyer at 74%, Rapid at 73%, Rail at 62%, UT Shuttle at 68%, and Express at 70%.
Your Bus/Train Runs on Time
Our survey was administered on multiple services. For this survey question, these are the responses by service: Express at 53%, Local Bus and Flyer at 49%, Rail at 84%, and Rapid at 59%, .
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
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. In 2026 we asked about the Transit App for trip planning and the Umo App for fare payment.
Your Satisfaction With the CapMetro Apps
Survey Results & Summaries
2026 Customer Experience
CX Survey Results - Bus/Rail
CX Survey Results - Access/Pickup
CX Survey Executive Summary - Bus/Rail
CX Survey Executive Summary - Access
CX Survey Executive Summary - Pickup
2024-2025 Customer Experience
Download 2025 Report
Download 2024 Report
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.
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