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MTA releases fall 2023 customer-survey results

MTA Acting Chief Customer Officer Shanifah Rieara and NYC Transit President Richard Davey held a press conference in November 2023 to encourage MTA riders to respond to the Customers Count Survey.
Photo – MTA/Flickr


The Metropolitan Transportation Authority received responses from 108,000 riders who participated in the agency's Customers Count Survey in November 2023, the New York agency announced yesterday.

Survey results showed increased overall satisfaction for Long Island Rail Road and Access-a-Ride riders. All eight subway lines that increased service frequency, along with a few other lines, showed an improvement in line satisfaction, MTA officials said in a press release.

The responses will help inform MTA agencies on what riders want improved, they said.

"Transit customers are telling us loud and clear that our faster, cleaner, safer plan has made a difference to their experience, be it riding the subway, the bus or paratransit," said New York City Transit President Richard Davey. "From enhanced station cleaning, investments in subway safety which reduced the 2023 crime rate, historic paratransit and subway on-time performance and targeted improvements to bus service, we have focused on our customers’ priorities."


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