Cleveland transit riders back RTA at record levels, survey shows

State of play: RTA's quarterly customer experience survey tracks customer loyalty using a net promoter score — a measure of how likely riders are to recommend the system.

• In Q2 2025, RTA reported its highest score ever, per Nick Biggar, the agency's director of customer experience.

Zoom in: Riders ranked punctuality, cleanliness and safety as their top priorities across all transit modes.

👀 Stunning stats: 62% of bus riders are Black, 68% are under 45, and 83% make under $50,000 annually.

• More than 90% depend on RTA buses for transportation.

Zoom out: The survey was part of a broader performance report tracking customer experience, community impact, employee investment and financial health, with demonstrated improvement from Q1.