MTA Announces Satisfaction Survey Results
These surveys, the first to provide year-overyear comparisons using the MTA’s unified 10- point ratings scale introduced last year, show that overall satisfaction trended upward on subways and buses.
Satisfaction in the railroads was adversely impacted by weather-related disruptions and other external factors. This year’s survey was conducted in June 2011.
New York City Subways and Buses
Customer satisfaction with subway and bus service increased over last year. New York City Subway·Eighty-four percent of subway customers reported being satisfied with the overall comfort and convenience of using the subway, up six percentage points from last year. Satisfaction with temperatures onboard trains increased five percentage points to 84 percent.·Countdown clocks appear to be having a positive impact on the overall customer experience. Customers using stations with countdown clocks rated 54 attributes more highly than customers at stations without the clocks. Ninety-six percent of customers reported being· satisfied with the clocks themselves.
Customer satisfaction with information about planned service changes increased to 76 percent this year from 69 percent a year ago.·Ratings for six of the eight major categories increased significantly: comfort and convenience, safety and security, service reliability, service frequency, cleanliness of subway cars, and information and communications aboard trains. Local Buses·Overall satisfaction with local bus service increased to 70 percent from 62 percent last year.·The year-to-year increase reflects shifts from slightly dissatisfied (e.g. rating of 5 on the 1-to- 10 scale) to satisfied (e.g. rating of 6 and above). The average rating increased from 6.1 to 6.5.·Bus customers reported increased satisfaction in a host of areas: overall service availability, frequency of service, bus speeds, wait time, service reliability and predictability of travel time.
Long Island Rail Road and Metro-North Railroad
Customer satisfaction declined on the MTA’s railroads.
Overall declines for satisfaction with Metro- North reflected responses specific to the New Haven Line. Declines on the LIRR reflected service disruptions resulting from a series of weather-related events (unusually harsh winter storms, tornado, blizzard) and an Amtrak derailment in the East River Tunnel. Customer ratings for items unrelated to the service issues held steady, and customers continued to rate highly the performance of front line employees. Long Island Rail Road·The survey was distributed a few weeks after train cancellations and standingroom only conditions resulting from May 7 Amtrak derailment occurred.· a
Overall customer satisfaction decreased to 89frompercent78· year.lastpercent
Courtesy and responsiveness of LIRR employees retained a high rating of 90 percent, virtually identical to last year’s 91 percent. Metro-North· Railroad
Customer satisfaction as a whole decreased to 89 percent, from 93 percent last ·year.
Overall decrease is driven by issues particular to the New Haven Line, including winter challenges, an· weather aging car fleet and track outages.
Satisfaction was virtually unchanged on the Hudson, Harlem, Port Jervis and
Pascack Valley Lines.
MTA and· Bridges Tunnels
Satisfaction with availability of information improved by 15 percentage points, to 82 percent.·Customer satisfaction with email alerts rose 12 percentage points, to 74 percent.