Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
CTA survey shows rising overall satisfaction but riders cite safety, cleanliness and accessibility gaps
Summary
The CTA's spring 2025 customer survey and disability focus groups show overall satisfaction rose to 69%, yet concerns about personal security, station/train cleanliness and accessibility features—especially signage, elevators and operator assistance—remain major factors reducing ridership. Staff outlined training and pilot responses.
The Chicago Transit Authority reported an increase in overall customer satisfaction to 69% in its spring 2025 biannual survey, but agency presenters told the advisory committee that safety, cleanliness and accessibility problems continue to deter riders, particularly frequent train users and people with disabilities.
Jack Hogan, coordinator of market research for CTA, said the agency sent roughly 35,000 survey invitations and received 1,911 complete responses between mid‑May and June 20. While overall satisfaction rose by eight percentage points from spring 2024, Hogan and Emily Drexler, senior manager for customer insights and strategy, said the results remain below pre‑pandemic peaks and show persistent trouble spots that affect ridership.
The survey and recent focus groups of riders with disabilities identified several recurring barriers. Hogan summarized four themes: clearer, more legible signage and…
Already have an account? Log in
Subscribe to keep reading
Unlock the rest of this article — and every article on Citizen Portal.
- Unlimited articles
- AI-powered breakdowns of topics, speakers, decisions, and budgets
- Instant alerts when your location has a new meeting
- Follow topics and more locations
- 1,000 AI Insights / month, plus AI Chat
