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CTA reports 69% rider satisfaction; focus groups flag signage, station conditions and security as top barriers for riders with disabilities
Summary
CTA staff presented spring 2025 survey results (35,000 invites; 1,911 completes) and focus-group findings showing accessible signage, station maintenance and security are key barriers for riders with disabilities; staff said these issues can reduce ridership and described pilots and working groups to address them.
Chicago Transit Authority staff told members of the agency's advisory and ADA committees that their spring 2025 customer survey and disability-focused focus groups show overall satisfaction at 69%, but that safety, cleanliness and accessibility problems remain major drivers of dissatisfaction.
Jack Hogan, CTA market-research coordinator, said the system'wide survey ran from mid-May to June 20, 2025; "We sent survey invites to about 35,000 respondents and got a total of 1,911 completes," he said. Hogan added the survey was offered in English, Spanish and Polish and weighted to reflect system…
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