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Rail News Home Passenger Rail

2/12/2009



Rail News: Passenger Rail

LIRR satisfied with customer satisfaction poll results


The results of a 2008 customer satisfaction survey are in, and MTA Long Island Rail Road (LIRR) officials have reasons to be satisfied. Of the 9,000 peak and off-peak passengers who responded to the survey, 89 percent said they're satisfied with the overall quality of the commuter railroad. Many individual service areas received even higher marks.

Ninety-five percent of the respondents expressed satisfaction train crew courtesy, while safety from accidents (94 percent), heating during hold weather (93 percent), overall comfort of trip (93 percent) and train interior maintenance (93 percent) also received high marks. In addition, 90 percent of respondents were satisfied with LIRR's on-time performance, which reached a record 95.1 percent in 2008.

However, Penn Station restroom cleanliness satisfaction only ranked at 58 percent. The agency is in the midst of a $5 million restroom renovation that should address restroom complaints, according to LIRR.

The survey was conducted in September and October 2008 by Abt SRBI Inc.




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