2024 ORCA Customer Satisfaction Survey Results

This past fall, we conducted our second annual ORCA Customer Satisfaction Survey with the intent to gather actionable feedback and get a sense of how customers feel about the ORCA system.

To build a consistent dataset that allows for trend analysis, we asked the same high-level satisfaction questions from the 2023 customer survey (i.e., rate your overall experience with ORCA, how likely are you to recommend ORCA to a friend, how often do you use the myORCA mobile app, etc.) in addition to specific project related questions that pertain to 2024 events (i.e., customer experience when using ORCA in Google Wallet).

Here are some highlights from the results: 

• Over 26,000 customers responded to the survey
• 92% of ORCA customers report being very or somewhat satisfied with ORCA
• More than 8 in 10 customers are very likely to recommend ORCA to a friend
• Reported usage of the myORCA mobile application has increased
• 88% of customers using ORCA & Google Wallet are extremely satisfied

Here are some things that the data shows ORCA can improve upon: 

• Some customers report having difficulties checking the balance on their account
• Making it clearer to customers how much a trip or pass will cost
• Helping customers that report a lost or misplaced ORCA card

Every year we ask customers what they would like to see added to the ORCA system in the future. Here are the top three requests, which happened to mirror the 2023 results:

1. Paying for more than one person per trip with one ORCA card
2. Get points or rewards for using your ORCA card to pay for transit
3. Save money by automatically earning credit toward passes each time you ride

Our team appreciates the interest customers have in helping us build a better ORCA system. The data gathered by our annual survey is invaluable and will help us improve the ORCA customer experience for transit riders across Puget Sound. But if you happened to miss out on last year’s customer survey, don’t worry, there are additional ways to stay connected with ORCA:

• Subscribe to our monthly newsletter, Tapping In: ORCA Monthly News
• Follow us on social media, we’re pretty much everywhere (@TheORCACard, @TheRealORCACard on Instagram)
• Stay tuned for our 2025 ORCA Customer Satisfaction Survey, coming later this year

Again, we thank everyone that took part in the survey. We truly value customer input and look forward to another great year of ORCA.