Each year, envida conducts a Transit Satisfaction Survey to gather valuable feedback from our riders about our services. The feedback helps envida provide the highest quality of transportation services for older adults, individuals with disabilities, and individuals with low income.

 The 2024 survey results indicate that most clients are satisfied with the service, with envida earning an average rating of 3.7 out of 5 stars, an improvement from last year’s 3.5-star rating. Additionally, most survey participants expressed a preference for envida over other transportation providers, sharing that our service supports their physical health, mental/emotional health, independence, and overall financial well-being.

 The areas that received the most positive feedback are:

·         Independence: Almost 70% of participants said that they feel more independent and less reliant on others because of envida’s transportation services.

·         Drivers: Nearly 85% of participants either “agreed” or “strongly agreed” that our Drivers are professional and courteous.

·         Reservationists: Almost 70% of participants either “agreed” or “strongly agreed” that our Reservationists are helpful and work with their needs and schedules.

The survey also identified areas for improvement:

·         Phone Support: Reducing hold times and improving follow-up.

·         On-Time Performance: Improving pick-up and drop-off times. 

To address these challenges, envida implemented new transportation software in April 2024 to improve service delivery, increase customer satisfaction, and streamline back-office operations.

Thank you to all participants in the survey whose feedback contribute to the improvement of our services. Our goal is to continue improving our services to best serve the community. We look forward to your participation in fall 2025.