RTA Accessibility & Rider Experience Survey

NEW ORLEANS REGIONAL TRANSIT AUTHORITY
UNIVERSAL ACCESSIBILITY STUDY SURVEY
Thank you for taking the RTA Survey.

Your feedback is valuable to help RTA understand what challenges riders face with using our services and tools. Understanding these challenges will allow us to develop solutions that make transit better for all riders.
Are you filling out the survey for someone else?*

YESNO
If yes, are you serving as a translator or having to read to the survey participant?*

YESNOOther
If yes, does the survey participant have a disability or special need?*

YESNO
Describe the disability or special need.

SECTION 1: About You - The Survey Participant
Name (Optional)

First NameLast Name
Home Address Zip Code*
Home Address Street Name
Age Group*

15-18 Years19-24 Years25-34 Years35-54 Years55-64 Years65+ YearsPrefer not to answer
Gender*

FemaleMaleTransgender/Non-BinaryPrefer Not To AnswerOther
Race*

Indigenous/American Indian / Alaska NativeBlackAsianNative Hawaiian or Other Pacific IslanderWhitePrefer Not To AnswerOther
Ethnicity*

Hispanic or LatinoNon-Hispanic or LatinoPrefer Not To AnswerOther
Preferred Language:*

EnglishSpanishVietnamesePrefer Not To AnswerOther
Total Annual Household Income*

Less Than $15,000$15,001-$25,000$25,001-$35,000$35,001-$50,000$50,001-$75,000$75,001-$100,000$100,000 +Prefer Not To Answer
What form of transportation do you use most often to get from place to place? (Select your top 5 options)*

RTA Public Transportation ServicesPersonal VehicleNo Transportation AccessFamily or Friend's VehicleCarpoolBikeMedical TransportationWalkTaxi or Ride Share (i.e. Uber or Lyft)Other

How often do you ride RTA? (Select 1)*

DailyWeeklyMonthlyOccasionallySpecial Events Only
When do you ride RTA? (Check all that apply)*

WeekdaysWeekendsMorningAfternoonEveningHolidaysOnly during events with heavy traffic or limited parkingOther
What type of RTA services do you use? (Check all that apply)*

BusStreetcarFerryParatransitOther
If you do not use RTA, tell us why not. (Select up to 4 options)*

I prefer my Personal VehicleNot ReliableNo Stops Near Where I Live or WorkPoor ServiceNot ConvenientToo ExpensiveDon't know how to use RTA ServicesOther
If the problems you have identified were fixed, how likely would you be to ride the RTA buses, streetcars, or ferries?*

1

2

3

4

5

1 is NOT AT ALL , 5 is VERY LIKELY

If you are not a RTA rider and have no plans to use RTA for your transportation needs in the City of New Orleans...

You have completed the survey. Thank you for your participation.

✅ Please Press SUBMIT

If you are a RTA rider or have plans to use RTA for your transportation needs in the City of New Orleans...

🟦 Please Press NEXT

Do you have a disability ?

YesNo
I have the following disabilities. (Check all that apply)*

Mobility impairment (e.g., difficulty walking, use of wheelchair or walker)Vision impairment (e.g., low vision or blindness)Hearing impairment (e.g., hard of hearing or deaf)Cognitive impairment (e.g., memory, decision-making challenges, neurodivergent, autistic)Other

Please answer based on your experiences using RTA services and living with your disability (or disabilities)...

MOBILITY IMPAIRMENT (Select one for each statement)

	Almost Always	Often	Sometimes	Rarely	Never
Sidewalks and paths to bus or streetcar stops are easy for me to use.
Curb ramps, elevators, and boarding ramps usually work well and can be counted on.
I can easily find a safe and convenient place to wait at the bus or streetcar stop.
I can safely board and exit an RTA vehicle without assistance—or I get the help I need when I ask.

HEARING IMPAIRMENT (Select one for each statement)

	Almost Always	Often	Sometimes	Rarely	Never
Signs, schedules, and announcements are available and understandable.
Text displays and other signs I can see help me find my way on the bus or streetcar.
I depend on visual instructions and signs to understand route or service changes.
I need clearer visual or touchable signs to help me travel independently.

COGNITIVE IMPAIRMENT (Select one for each statement)

	Almost Always	Often	Sometimes	Rarely	Never
It's easy for me to understand the route and schedule information I need to use RTA transportation.
I prefer simple maps or instructions.
Sometimes I feel confused or stressed when I have to switch buses or make transfers while traveling.

VISION IMPAIRMENT (Select one for each statement)

	Almost Always	Often	Sometimes	Rarely	Never
I can identify my stop without needing to see the sign or screen.
Audio announcements help me know where I am and where to go on RTA buses and at the stops.
I would do better with signs that have Braille, bigger text, or colors that are easier to see.
I use special tools like screen readers to get route information.

What other challenges do you face that make using RTA difficult? (Check all that apply)*

Language barrier (difficulty understanding or reading English)Digital access (internet, smartphone)Safety concerns related to my sexual orientation or gender identityNo other challengesOther

LANGUAGE ACCESS (Select one for each statement) *

	Almost Always	Often	Sometimes	Rarely	Never
I can find signs, schedules, and announcements in the language I understand best.
I’ve had trouble understanding transit information because it wasn’t in a language I know.
I would use more RTA services if materials were available in other languages.
RTA staff/drivers are still able to help when they learn I do not understand or speak English.

SECTION 2: Using RTA Services
My primary Bus Route #(s) and Name(s) are: (Select 1 to 3 Routes)

When I ride RTA buses, streetcars, paratransit, or ferries, I usually go to? (Check all that apply):*

WorkSchoolMedical AppointmentsShopping or LeisurePlace of Worship/Religious ServicesVisit Friends/FamilyRecreational and Entertainment VenuesPersonal Errands (banking, bill payment, laundry, salons, barber and etc.)Other
I pay for my RTA fares with: (Check all that apply)*

Cash on vehicleJazzy PassOpportunity PassLe Pass appRTA Paratransit CardI use reduced faresI don't know about these optionsOther
It is difficult for me to access RTA buses, streetcar stops, or ferry stations at the stop I use most often because: (Check all that apply)

It is not difficult for me to accessNo curb ramps from the street to the sidewalkSidewalks are missing or damagedStreets I cross are in poor conditionStreets are busy with no crosswalks or signalsStop is too far or hard to walk toOvergrown plants, high grass, or litter block the pathOther
I would describe the condition of the bus or streetcar stop I use most often as -

1

2

3

4

5

1 is POOR, 5 is Excellent
I chose “Poor” or “Fair” because: ( (Check all that apply)

There’s no bench or shelterThe area is dirty or not well maintainedIt’s not well-lit at night, its darkThere isn’t enough space to waitThe signs are hard to readThe signs don’t clearly show where I am or which routes stop thereOther
When waiting at a bus, streetcar, or ferry stop, I feel -

1

2

3

4

5

1 is Unsafe , 5 is Safe
I feel unsafe at the stops because: (Check all that apply)

The area is dirty or not well maintainedIt’s not well-lit at night, its darkThere isn’t enough space to waitThe surrounding traffic feels unsafeMy wait before a bus arrives is too longMy disability affects my sense of safetyOther
I would rate my experience using NORTA vehicles (bus, streetcar, or ferry) as:

1

2

3

4

5

1 is POOR, 5 is Excellent
I chose “Poor” or “Fair” because: (Check all that apply)

Stairs on the bus or streetcarDoors that don’t open properlyNo help for vision disabilitiesNo help for hearing disabilitiesNo help for mobility or physical disabilitiesOther
When riding an RTA bus, streetcar, or ferry stop, I feel -

1

2

3

4

5

1 is Unsafe , 5 is Safe
I don't feel safe while riding an RTA bus, streetcar, or ferry because: (Check all that apply)

The bus is driven too fastThe bus or streetcar smells of cigarette and/or marijuana smokeTurns are taken too quicklyStops are too suddenThe bus or streetcar doesn’t feel or smell cleanOther riders make me feel unsafeCriminal activityAt night, the wait time for a connecting bus is too longThere isn’t enough time to get on or offMy disability affects my sense of safetyOther

SECTION 3: Paratransit Services - Your Accessibility Needs
I am aware of Paratransit services offered by RTA.*

YESNO
I currently use RTA's Paratransit services for transportation.*

YESNO

My experience with RTA Paratransit Services are: (Select one for each statement) *

	Almost Always	Often	Sometimes	Rarely	Never
I am familiar with services guidelines.
It is easy for me to schedule services.
When I arrange transportation, vehicles are available when I need them.
The vehicles used meet my transportation needs.
I need help getting from my front door to the vehicle.
My driver understands and meets my assistance needs.

I schedule my RTA paratransit rides by: (Check all that apply)*

Call in by phoneOnline(RTA website)Subscription service for recurring ridesI don’t schedule (Someone schedules for me.)Other
I rate my experience with making a reservation or scheduling a ride with RTA Paratransit as:*

1

2

3

4

5

1 is Very Difficult, 5 is Very Easy
The challenges I face when using Paratransit services include: (Check all that apply)

I have no challengesScheduling is difficultVehicle is not available at the time I need transportationPick-ups are often lateVehicle access or features don’t work for meCommunication with drivers is hardDrivers don’t understand the help I need to get in/outDrivers don’t know how to handle my equipmentOther
If buses or streetcars were better designed for my needs, I would use them instead of Paratransit.*

YESNO

SECTION 4: RTA Communications Services
I mainly receive notification of route changes, cancellations, and delays by: (Select 1 to 3 options)*

By phoneText messageEmailLE Pass AppAt the Bus Stop/On the BusI do not receive notificationsOther
I mainly communicate with RTA customer service/RideLine by: (Select 1 to 3 options)*

By phoneText messageEmailLE Pass AppAt the Bus Stop/ On the BusI do not receive notificationsOther

Communication While Riding RTA Vehicles (Select one for each statement) *

	Almost Always	Often	Sometimes	Rarely	Never
I can clearly hear stop announcements on buses and streetcars.
I can see real-time information about stops and route changes while on board.
I know when it's my stop without needing to ask the driver.
I would find it helpful if the sounds or signs for upcoming stops were louder or easier to see.

I use the LE PASS app to get route information and planning.*

YESNO

Here’s how the LE PASS (MOBILE APP) works for me: (Select one for each statement) *

	Almost Always	Often	Sometimes	Rarely	Never
The text is easy to read.
The app is simple to use and easy to find my way around.
The app gives useful voice help when I need it.
The app has features that fit what I need and make it easier to use.
The app works well without any problems.
It’s easy for me to use my phone to access and use LE PASS.

I use the phone to contact RTA to get route information, trip planning, or to schedule a paratransit ride.*

YESNO

Here’s how the RTA phone system works for me in these areas: (Select one for each statement)*

	Almost Always	Often	Sometimes	Rarely	Never
I can hear clearly when using the phone.
The phone menu is easy to understand.
I get a quick response when I call.
The words and phrases used are clear and easy for me to understand.
My preferred language is available when I use RTA services.
I am always able to speak to a live person when I call.

I use the website to get route information, trip planning, or to schedule a paratransit ride.*

YESNOI do not use or access the website.

Here’s how the RTA website works for me in these areas: (Select one for each statement.)*

	Almost Always	Often	Sometimes	Rarely	Never
The website is easy to read and looks good.
I can easily find what I need and move around the site.
The icons and symbols clearly show what services are available.
Creating an RTA account is quick and easy.
The website helps me plan my bus or streetcar routes.
The "Help Guide" is easy to understand and helps me sign up for services.
The "Commuter Cost Calculator" clearly shows how much money I can save.
It’s easy to find online help when I need it.
The support section answers my questions and meets my needs.
It’s easy to report a problem or make a complaint online.
The privacy policy is easy to understand.
The website’s rules and terms make sense and are easy to read.

You are nearing the end of the survey...

Please share your thoughts on how RTA can improve your experience when using its services for your transportation needs.
I think RTA should improve service or make my experience more accessible and communication better by: (Check all that apply and/or add your own suggestions in the box below)*

Providing real-time updates about delays and route changesMaking stop announcements louder and clearerAdding more signs or screens with stop and route infoOffering information in more languagesMaking printed schedules easier to readImproving the mobile app for easier useEnsuring drivers are trained to assist riders with disabilitiesAdding more benches, shelters, or lighting at stopsOffering more accessible options for people with mobility needsMaking it easier to report problems or give feedback
I think RTA should improve service or make my experience more accessible and communication better by: (Please explain what would help you most)

The information requested below is optional. At the completion of any response(s) you elect to provide...

🟦 Please Press NEXT to submit your completed survey.
E-mail Address
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Phone Number (Optional)
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Home Address (Optional)

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code

YOU HAVE COMPLETED THE SURVEY.

THANK YOU FOR YOUR VALUABLE INPUT
Should be Empty:

SECTION 1: About You - The Survey Participant

SECTION 2: Using RTA Services

SECTION 3: Paratransit Services - Your Accessibility Needs

SECTION 4: RTA Communications Services