2025 Customer Experience 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
Our survey was administered on multiple services. The total percentage of respondents are as follows: Local Bus and Flyer at 48%, CapMetro Rapid at 15%, CapMetro Rail at 13%, UT Shuttle at 15%, and CapMetro Express at 10%.
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
SATISFACTION
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
66% 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 66%, Rapid at 72%, Rail at 46%, UT Shuttle at 67%, and Express at 44%.
SATISFACTION
Your Bus/Train Runs on Time
48% 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 48%, Rapid at 45%, Rail at 72%, UT Shuttle at 46%, and Express at 47%.
SATISFACTION
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 2025 we asked about two new apps recently introduced: the Transit App for trip planning and the Umo App for fare payment.
Your Satisfaction With the CapMetro Apps
Umo App for Fare Payment.
Read More Survey Results
Take a look at the responses to more survey questions in these overview reports of our 2025 and 2024 Customer Satisfaction Reports
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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