CHICAGO — As the Chicago Transit Authority (CTA) touts its efforts to improve service, a recent survey conducted by WBEZ News revealed that many riders remain skeptical about the transit system’s progress.
Approximately one year ago, CTA pledged to address issues such as delays and disruptions caused by the COVID-19 pandemic. According to the agency’s own evaluation, their improvement plan is yielding positive results. Trains and buses have become more reliable, crime rates have decreased, and the customer base is gradually returning.
However, the WBEZ survey, conducted between September and October, paints a different picture. Out of more than 460 respondents, the majority reported that their opinion of CTA had either remained the same (49.1%) or diminished (25.9%) over the past year. Only 20% of riders felt that their opinion had improved. These responses were collected from a group of 2,000 individuals who participated in a similar WBEZ survey about a year ago, aiming to assess any changes in their perceptions.
The survey’s findings contrast with CTA’s assertion of increased customer satisfaction, leading to concerns about the agency’s performance. The City Council has heightened its oversight of CTA, and transit advocates are pressuring the agency’s head, Dorval Carter, to resign. A new budget proposal is in the works to restore service levels closer to pre-pandemic conditions, with workforce issues being the primary challenge in achieving this goal.
CTA’s Vice President of Communications and Marketing, Brian Steele, acknowledged their aim to return to 2019 service levels and stated, “As we are able to add operators, we will add service.”
Three key themes emerged from the survey:
- Perceived Lack of Improvement: Despite CTA’s efforts to enhance service, 75% of regular riders surveyed by WBEZ expressed dissatisfaction, with many citing the continued unreliability of the system. The survey captured the sentiment that ridership had not improved significantly, prompting some commuters to opt for alternative modes of transportation.
- Increased Ridership but Reduced Service: While communication about schedules has improved, CTA is currently operating with 15% fewer buses and trains than in 2019. The increase in ridership has led to overcrowded trains and buses, resulting in inconveniences for passengers who often cannot board due to the limited space.
- Mixed Feelings on Safety: Overall, 66% of respondents reported feeling fairly or very safe on CTA, compared to 52.5% in the previous year. However, safety perceptions varied based on factors such as gender, time of day, and wait times. Some riders expressed concerns about recent incidents, which contributed to feelings of insecurity.
Despite these challenges, CTA remains committed to its goal of restoring pre-pandemic service levels. However, it currently faces a shortage of about 200 bus operators and 100 rail operators, with the difficulty of recruiting and retaining staff in a competitive job market.
While the agency strives to address these concerns, many riders are eagerly awaiting significant improvements to enhance their daily commute and instill a greater sense of confidence in the CTA’s services.