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New York MTA receives high marks in first agency-wide customer satisfaction survey


Yesterday, New York’s Metropolitan Transportation Authority (MTA) released results from its first agency-wide, standardized customer satisfaction survey.

Conducted in early June, the survey was completed by 18,000 customers who use MTA’s subway, bus, commuter-rail, and bridge and tunnel systems. Customers were asked about service quality, MTA employees, onboard conditions, information and communications, comfort and convenience, safety and security, home stations and overall satisfaction.

Respondents gave high marks for real-time information distribution, safety and security, and front-line employees, according to MTA. Newly activated subway countdown clocks were one of the highest-rated attributes of the system, with 95 percent of respondents saying they were satisfied or very satisfied with them. In addition, 83 percent of subway riders said they were satisfied or very satisfied with service-related email alerts.

MTA Metro-North Railroad received the highest customer satisfaction rating among MTA systems at 93 percent. MTA Long Island Rail Road (LIRR) registered an 89 percent rating. MTA didn’t release the rating for New York City Transit. 

Based on survey results, LIRR plans to implement a series of service initiatives to address customer priorities, such as developing an on-time performance enhancement plan, using technology applications to provide more timely train information, supporting parking expansion initiatives at several stations, monitoring and evaluating customer demand for train service and, where feasible, adding trains.

Contact Progressive Railroading editorial staff.

More News from 12/14/2010