Dallas Area Rapid Transit (DART) is launching a new survey to gain insight into our riders’ journey – from the time they leave their home to the time they arrive at their destination. As part of the DART Transform program, the passenger journey mapping survey will allow the public to share their experiences and help shape the future of DART’s infrastructure and operating environment. The passenger journey mapping survey differs from DART’s annual customer satisfaction survey in that it deals with the infrastructure part of a rider’s journey.  

DART Transform is a system modernization program that targets five core elements to replace aging infrastructure, improve system reliability, and address evolving passenger needs and expectations. Transform is a strategic investment in the system that factors in long-term maintenance costs to ensure our network will last for decades to come. The direct feedback from the passenger journey survey will allow DART to identify and take decisive action on infrastructure enhancements that will improve the passenger experience. 

“DART Transform is a generational endeavor for our organization. Incorporating the passenger experience into this program is vital to our success. Our system was built over time, and the passenger experience can vary depending on the age of the station, stop, or vehicle,” explains Dee Leggett, executive vice president and chief development officer. “Passenger journey mapping allows us to put a spotlight on what we have done well, so we can replicate that experience. We also want to drill down and find the pain points that our passengers encounter and make improvements to eliminate them.”  

Transform team members will be at rail stations and transit centers to help passengers complete the survey. The survey will be open from Monday, July 14, through Friday, August 22. The survey will also be available online at www.dart.org/journeysurvey, the GoPass app and through QR codes posted on trains, buses, and kiosks. 

In recent years, DART has placed a renewed emphasis on passenger experience. Prior to the launch of Transform, DART added more security throughout the system, installed cleaning teams on trains, and changed out approximately 50,000 cloth seats with vinyl on buses and trains.  
 
Work is underway to update the Cityplace/Uptown Station to install new escalators and inclinators. DART is also installing new passenger information display systems at Trinity Railway Express (TRE) and light rail stations, as well as new ticket vending machines throughout the entire transit network.  

To stay updated and receive survey reminders, follow DART on Facebook, X, LinkedIn or Instagram.    

For more information about the DART Transform program, please visit www.transform.dart.org, email [email protected] or call 214-979-1111.