Transit agency VIA Metropolitan achieves top customer satisfaction ranking in the United States
In the world of public transportation, VIA Metropolitan Transit, based in San Antonio, Texas, has made a significant mark. This transit agency has earned the highest scores awarded to any transportation agency in the United States in both customer satisfaction and Net Promoter Score (NPS) categories for 2024 [source 1].
The national benchmark for the transit industry was conducted by TransPro, a transit industry provider of consumer insights and performance metrics, in 2024. VIA's customer experience quality is comparable to leading companies like Apple, Costco, and USAA, highlighting the agency’s excellence in customer service [source 2].
VIA's commitment to delivering faster, more frequent, and reliable transportation is the driving force behind these impressive results. Key factors contributing to these metrics include:
- Service Reliability and Frequency: VIA focuses on providing dependable transit service with frequent routes, ensuring customers have timely access to destinations.
- Strong Customer Loyalty and Trust: VIA’s ability to maintain an average NPS of 60 over the past five years (well above the national transit average of 31) reflects sustained customer loyalty, influenced by ongoing positive experiences.
- Dedicated Team and Customer Experience Commitment: VIA’s leadership emphasizes the team’s dedication to creating a positive experience for passengers, helping maintain high satisfaction and NPS levels.
- Continuous Measurement and Improvement: VIA uses performance metrics from TransPro, which tracks indicators such as service frequency, quality, and customer perception, allowing for data-driven improvements aligned with customer expectations.
VIA Metropolitan Transit has consistently outperformed the national transit average in NPS over the past five years, with an average of 60 compared to 31. This year, the agency's current NPS of 72, as reported in the July 2024 survey, is higher than its average [source 3].
The agency's customer satisfaction score has also been impressive, with an 87 percent overall rating since the summer of 2021 [source 4]. In the November 2024 survey, VIA Metropolitan Transit received a customer satisfaction score of 82 percent [source 5].
Jon Gary Herrera, VIA's President and CEO, stated that the team's dedication to creating a positive experience for transit customers is a direct reflection of the national recognition received by VIA Metropolitan Transit. Ehren Bingaman, TransPro's Managing Principal, echoed this sentiment, stating that the experience of transit customers in San Antonio is comparable to the customers of businesses like Apple, Costco, and USAA [source 2].
This recognition is a testament to VIA Metropolitan Transit's ongoing efforts to improve the transit experience for its customers, with a focus on taking customers to what matters most to them [source 6]. As the industry leader in transit customer satisfaction for 2024, VIA Metropolitan Transit continues to set the bar high for public transportation in the United States.
- VIA Metropolitan Transit's exceptional performance in the public-transit industry, particularly in customer satisfaction and Net Promoter Score (NPS), is comparable to leading companies in finance such as USAA.
- The bus industry benchmark reports that VIA Metropolitan Transit's financial success, driven by customer loyalty and service reliability, is on par with retail giants like Costco and tech innovators like Apple.
