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7/24/2003



Rail News: Rail Industry Trends

WMATA ranks above average on customer satisfaction surveys


On July 24, Washington Metropolitan Area Transit Authority (WMATA) released results of customer satisfaction surveys taken during fiscal year 2002’s last three and FY2003’s first three quarters.

Passengers rated overall Metrorail satisfaction at 5.07 on a scale of 1 to 7, with 7 the highest. A February snow storm had a negative impact on the index — scores prior to the snow storm averaged 5.22, the agency said in a prepared statement.

Passngers also rated Metrorail at 6.92 for safety, 6.98 for equipment operations, 6.82 for exterior cleanliness and 6.03 for interior rail-car condition.

Information gathered from the surveys will help WMATA officials define areas for improvement, the agency said.

The agency conducts about 600 interviews per quarter via a computer-assisted telephone system, asking passengers questions about riding experience, convenience, safety, reliability, customer service, access and fares.



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