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Surveys find MTA riders remain satisfied with transit service


Results from Metropolitan Transportation Authority's (MTA) annual customer surveys conducted in June show "stable satisfaction" across all service lines — a favorable outcome in the wake of Hurricane Sandy-related infrastructure damage and service disruptions, as well as a fare and toll increase, MTA officials announced yesterday.

Among key findings:

• Overall, 76 percent of MTA New York City Transit's subway riders reported they were "satisfied" or "very satisfied" with service, a one percentage point increase from last year's satisfaction level;

• Overall satisfaction of MTA Long Island Rail Road riders was 84 percent, down two percentage points from last year. The decrease was attributed to the net result of several year-to-year changes at the branch level, MTA officials said.

• MTA Metro-North Railroad's overall rating remained steady at 93 percent. At 96 percent, Hudson and Harlem line customers continued to indicate their high satisfaction with overall service. Overall satisfaction on the New Haven Line also remained constant at 88 percent, despite a derailment in Bridgeport, Conn., that caused delays along the New Haven Line five weeks before the survey was conducted.

"These results give testimony to the core strength of MTA operations, the public's fundamental satisfaction with MTA services, and the public's recognition that MTA requires the resources to continue to manage the system well during a period of slow economic recovery," said Chairman and Chief Executive Officer Thomas Prendergast.

Contact Progressive Railroading editorial staff.

More News from 11/13/2013