The 2021 DC Circulator Customer Satisfaction Survey

The 2021 DC Circulator Customer Satisfaction Survey was conducted between July 19, 2021 and October 4, 2021 and collected information about DC Circulator rider attitudes, satisfaction, and travel behavior. The survey has been conducted previously in 2016, 2018, and 2019. Unlike prior years, however, the 2021 survey instrument was online instead of on paper, and the survey included additional questions designed to capture information about ridership changes and concerns regarding COVID-19.

Key Results:

• The DC Circulator continues to enjoy strong satisfaction ratings from riders, with an average overall satisfaction rating of 8.4 on a 1 to 10 scale.
• An overwhelming majority of riders, 96%, would recommend DC Circulator to others.
• The areas in which DC Circulator scored highest are that riders find it easy to use and seats are usually available on buses. The latter is likely influenced by decreased ridership due to the COVID-19 pandemic.
• The areas in which DC Circulator scored lowest include onboard WiFi usefulness, and bus availability (i.e., DC Circulator “is available when you need it”). The bus availability rating may be a result of shortened service hours during the COVID-19 pandemic.

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