2025 ORCA Customer Survey Results

The regional ORCA team conducted their third annual Customer Satisfaction Survey in October and November, 2025. The survey, which is available to customers across Puget Sound, from Lakewood to Everett and Issaquah to Bremerton, gives us valuable data that helps inform our efforts to better serve all our customers. The 2025 survey focused on two main areas:

1. The customer experience with the ORCA system in general (i.e., getting a card, paying fares, using ticket vending machines, etc.)
2. The customer experience using specific products offered by ORCA (i.e., the myORCA mobile app, the myORCA.com website, etc.)

With over 30,000 survey responses in 2025, we have more data than ever to work with. Let’s look at the numbers…

Key Findings

• 92% of ORCA customers are either very or extremely satisfied with the ORCA customer experience (Data points: 2023 value was 92%, 2024 value was also 92%)

  

• 97% of ORCA customers would recommend using ORCA to a friend (Data points: 2023 value was 97%, 2024 value was also 97%)

  

• 93% of ORCA customers that use ORCA in Google Wallet are satisfied with the experience (Data point: an increase of about 10 points since ORCA in Google Wallet launched in mid-2024)
• 85% of ORCA customers that use the myORCA mobile app to manage their accounts are satisfied with the experience

Product Trends to Watch

• Customer utilization of the myORCA mobile app continues to increase. Almost 40% of customers now use the app to load passes or E-purse to their accounts
• The usage of ORCA in Google Wallet increased 2% since 2024
• Customer use of passes (i.e., Regional Day Passes, agency-specific passes) has increased while the use of E-purse decreased

Survey Demographics

• Location: 30,000 responses from seven different Washington counties (in order of quantity, from largest to smallest: King, Snohomish, Pierce, Kitsap, Island, Thurston, Skagit)
• Gender: 48% women, 44% men, 8% non-binary/other/refused to answer
• Ethnicity: 62% White, 14% Asian American Pacific Islander, 7% Hispanic/Latino, 4% Black, 7% Other BIPOC, 8% refused to answer
• Age: 18-29 15%, 30-39 20%, 40-49 15%, 50-64% 21%, 65+ 27%
• Housing Status: 50% own home, 39% renter, 6% other, 5% refused to answer

Next Steps

We are thrilled to see that customer satisfaction with the core elements of ORCA remains very strong. Our team will learn from this customer feedback and continue to deliver for transit riders across Puget Sound throughout what should be a very exciting 2026.

Finally, if you want to stay in touch, here are a couple ways to connect with ORCA:

Subscribe to Tapping In: ORCA Monthly News, our monthly newsletter with all the insider stories and activities transit riders and supporters need

Follow ORCA on social media: @TheORCACard on Twitter/X, @TheRealORCACard on Instagram & Threads