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Rail News: Passenger Rail

Riders grade MTA New York City Transit's '7 Line' service a C-

Riders recently gave service on MTA New York City Transit’s (NYCT) 7 (aka “Flushing”) line a C- (as in “needs improvement”) grade, according to the results of the agency’s first-ever “Rider Report Card.”

Between July 10-12, NYCT handed out more than 88,000 surveys during the morning rush period in subway stations along the line, which connects Main Street, Flushing with Times Square. Riders were asked to rate 21 separate service attributes, and submit surveys in two weeks or vote online. About 16,000 riders responded — 11,555 by mail and 4,245 online.

In addition to an overall grade, riders also were asked to prioritize the service areas they would like to see improved first. Their top 10?

• "Adequate room on board at rush hour"
• "Minimal delays during trips"
• "Reasonable wait time for trains"
• "Train announcements that are easy to hear"
• "Station announcements that are easy to hear"
• "Cleanliness of stations"
• "Working elevators and escalators"
• "Sense of security on trains"
• "Cleanliness of subway cars"
• "Sense of security in stations"

"The service areas where our customers want to see improvements first are some of the thorniest issues facing the 7 and other lines in the system," said NYCT President Howard Roberts Jr., adding that managers now must develop plans to respond to riders’ concerns.

Riders eventually will be asked to grade NYCT subway line service, the agency says.

Contact Progressive Railroading editorial staff.

More News from 8/31/2007