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Rail News: Rail Industry Trends

WMATA scores high in customer satisfaction


About 90 percent of Washington Metropolitan Area Transit Authority (WMATA) Metrorail riders are satisfied with service, according to a telephone survey of 600 passengers conducted between July and September. Customer satisfaction increased 3 percent compared with last year’s survey.

About 98 percent of daily riders didn’t experience a train delay during the three-month period, up about half a percent compared with last year. WMATA officials attribute the slight increase in delays to incidents such as police officers responding to reports of suspicious packages and people. However, passengers noted there were fewer mechanical breakdowns.

Meanwhile, the results of a telephone survey of about 2,400 WMATA rail and bus riders showed that women use the agency’s services more often than any other demographic group. Fifty-four percent of the 1,428 people who said they rode Metrorail were women.

Contact Progressive Railroading editorial staff.

More News from 10/21/2005