USA: DART customer satisfaction reached 74.9% in its FY2026 survey, the highest since 2019, while the agency’s Net Promoter Score climbed 10.8 points to a record 33.7.

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Photo: DART

The results came from more than 6,100 qualified rider responses collected between March 16 and April 30, 2026. The survey covered light rail, Trinity Railway Express and regional rail, along with buses, GoLink on-demand service and paratransit.

Record NPS Sits Above the Transit Industry Median

DART’s official FY2026 survey release says the 33.7 NPS places the agency above the transit industry median. The public release does not state the numerical median, so the size of DART’s lead over that benchmark cannot be quantified from the announcement.

For participants entering the survey-linked sweepstakes, DART’s 2026 survey rules required at least 70% completion, including mandatory questions, with printed and online survey forms accepted. The rules add methodological context, but neither they nor the public release publish the NPS scoring formula or the numerical industry median used for comparison.

The survey also found that 89.6% of riders said they were likely to continue using DART, the highest share recorded since the agency began fielding the survey in 2012. That figure measures stated likelihood to keep using the system, not an observed retention rate.

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Dependent Riders Gain 7.5 Points; GoPass Users Gain 6.2

DART’s fuller release highlighted three rider or user groups with measurable satisfaction gains:

Survey group FY2026 satisfaction change
Dependent riders +7.5 percentage points
Hispanic riders +5.2 percentage points
GoPass app users +6.2 percentage points

Hispanic rider satisfaction reached 76%. DART said improvements extended across demographics, rider types and travel modes rather than being concentrated in one group.

DART Personnel Presence Is the Strongest Satisfaction Driver

DART identified the presence of its personnel as the strongest factor driving overall customer satisfaction. Riders also rated DART personnel, GoLink agents, transit-center staff, customer service representatives and real-time information tools among the strongest parts of the rider experience.

The survey still identified areas for improvement, particularly bus reliability, safety, train cleanliness and communication during service disruptions. DART said it plans to use the findings to prioritize future investments and operational improvements.

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