Rider Safety Satisfaction Drops in Latest CapMetro Survey
While bus and rail operations remain highly rated, concern over homelessness on the system has spiked since last year.
Updated on Oct. 27, 2026 in Civic Engagement
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CapMetro riders report mixed feelings about the transit system as overall satisfaction sits at 69.35% in the agency's 2026 Customer Experience Survey. While trust in operators and conductors remains high, concerns regarding safety and the presence of unhoused individuals on the system have caused satisfaction in those areas to drop significantly.
Why it matters
The survey results highlight a growing divide between riders' appreciation for daily bus and rail operations and their unease regarding public safety, a trend CapMetro officials are now working to address. The agency plans to launch a follow-up survey specifically to dive deeper into these safety and homelessness-related concerns.
Overall rider satisfaction reached 69.35% in 2026, driven largely by high marks for bus operators and rail conductors. However, satisfaction with the agency's management of safety and homelessness fell to 30%, down from 47% the previous year.
The players
CapMetro
The public agency responsible for providing bus, rail, and other transit services to the Austin area.
The details
The survey, conducted between April and July 2026, covers feedback from users of the bus, rail, Access, and Pickup services. Rail riders reported higher satisfaction at 85%, an increase from 76% in 2025. Meanwhile, community intervention specialists have assisted 134 riders with housing resources since the program's inception in 2021, including 38 placements in the past fiscal year. The full results were presented to the CapMetro board on October 26, 2026.
Timeline
The community intervention program launched in 2021.
Data for the customer experience survey was collected from April to July 2026.
Results were presented to the board on October 26, 2026.
The Texas Context
This data reflects the ongoing impact of the community intervention specialist program launched in 2021 to address housing needs on transit. The current satisfaction drop marks a significant departure from the previous year's perception of the agency's safety efforts.
Bus and rail users, who account for 95% of transit trips, may notice new efforts from the agency to address safety concerns following this feedback. Riders should watch for upcoming outreach opportunities as the agency prepares a follow-up survey on these specific issues.
The takeaway
Riders should keep an eye on the agency's transit board agendas for updates on future safety measures and survey follow-ups. Paying attention to these reports helps residents understand how the agency plans to bridge the gap between high operational performance and declining safety perceptions.
Further reading
For more on local transit initiatives and rider feedback, visit the Civic Engagement section.
Source note: This article includes information reported by KXAN.
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