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1/30/2008


Rail News: Passenger Rail
Metro-North receives high customer satisfaction marks in 2007



The majority of MTA Metro-North Railroad passengers were satisfied with the agency’s commuter-rail service last year, according to recently released results from a customer satisfaction survey conducted in September.

The poll shows 93 percent of riders rated service as satisfactory, up one percentage point compared with 2006 — the third consecutive year the rating has risen.

Customers were especially satisfied with service on the Hudson and Harlem lines, where 99 percent of Harlem Line passengers and 97 percent of Hudson Line riders gave Metro-North’s performance the thumbs up.

The New Haven Line’s rating rose from 85 percent in 2006 to 88 percent, and Outer New Haven’s rating jumped from 81 percent to 88 percent.

Metro-North officials attribute the results to high on-time performance levels, the introduction of new and rehabilitated rail cars, numerous station and parking improvements, and expanded train service.

In a separate West of Hudson survey, 87 percent of riders rated service as satisfactory. Ninety-five percent of Pascack Valley Line and 85 percent of Port Jervis Line passengers did, too. However, morning peak passengers on the two lines gave an approval rating of 84 percent — a 7 percent drop compared with 2006 survey results.

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