NCRTD 2020 RIDER SURVEY
SUMMARY:
The NCRTD commissioned Southwest Planning and Marketing, an impartial, third party firm to provide survey research, data collection and data analysis, in a variety of different topic areas including driver performance and overall satisfaction with the RTD Blue Bus. Southwest Planning and Marketing is a market research and public opinion research company based in Albuquerque.
Timing of survey, February 29 through March 9, 2020.
During the survey week, riders were given a survey in English or Spanish upon boarding the bus and an RTD pen they could keep upon filling out the survey. Operators were also given business-sized cards directing riders to an online survey if they preferred not to complete the survey on the bus.
BACKGROUND:
In 2011 and again in 2016, the NCRTD completed largescale rider surveys. The surveys provided useful information on demographics and rider sentiment that has been useful in developing driver and customer service training over time. The questions for the 2020 survey worked off the previous sets of questions, though included various improvements to provide for a benchmark of comparison analysis over the successive surveys.