What you should know
- New York City subway rider satisfaction levels have increased since the spring in several ways, according to a survey revealed Monday by the MTA. A trend that the agency highlighted despite the fact that overall satisfaction fell by 52% in the fall of 2023 compared to 56% in the spring of 2023.
- The MTA said this contradictory trend indicates a negative sentiment many customers have toward the subway in general, even if they believe their own line or station has improved.
- The report is released just as the MTA Board will have a meeting on Wednesday to discuss passenger satisfaction or dissatisfaction with the system, and resilience measures in the face of weather events that have generated problems such as flooding and crime in the system. meter.
NEW YORK — New York City subway rider satisfaction levels have increased since the spring in several ways, according to a survey revealed Monday by the MTA. A trend that the agency highlighted despite the fact that overall satisfaction fell by 52% in the fall of 2023 compared to 56% in the spring of 2023.
The MTA said this contradictory trend indicates a negative sentiment many customers have toward the subway in general, even if they believe their own line or station has improved. The survey results indicate that this perception is related to quality of life problems in the system, such as homelessness, and the belief that the service is unreliable. The MTA said it continues to work to address these issues and improve customer satisfaction.
The report is released just as the MTA Board will have a meeting on Wednesday to discuss passenger satisfaction or dissatisfaction with the system, and resilience measures in the face of weather events that have generated problems such as flooding and crime in the system. meter.
Survey results showing an increase in rider satisfaction with subway service since spring
Below we share the results of the increase in user satisfaction with the city’s public transportation since the spring:
- General satisfaction with the metro line (58%) increased by four percentage points.
- General satisfaction with metro stations (67%) increased by six percentage points.
- Safety on trains (54%) increases four percentage points.
- Security at stations (51%) increases three percentage points.
- Cleanliness on board trains (57%) increases nine percentage points.
Access-a-Ride customer satisfaction increased
Overall satisfaction for Access-A-Ride is 68%, up from 64% in spring 2023. On-time pickup was the biggest factor in overall satisfaction, according to the agency, with 59% % said they were satisfied with on-time pickup in fall 2023, an increase of 8% points from spring 2023.
Frequent users, those who travel three to four days a week, experienced the largest increase in satisfaction at 69%, up five percentage points. Travel times and frequency of absences are also important factors in overall satisfaction, and satisfaction with travel times increased four percentage points to 74% in fall 2023.
Customer satisfaction on Long Island Rail Road is recovering
The Long Island Rail Road is beginning to recover after a decline in overall satisfaction in spring 2023, which followed the opening of Grand Central Madison and the introduction of new schedules. Overall satisfaction with LIRR is 70%, up from 68% in Spring 2023, with the biggest improvement in satisfaction coming from Atlantic Terminal customers, with a 10 percentage point increase in satisfaction, followed by customers Penn Station and Jamaica, each up five percentage points.
Station satisfaction with Penn Station is now 77%, up from 58% a year ago in fall 2022. All Penn Station metrics have increased, but ratings for displays, lighting, signage and cleanliness are especially positive, reaching percentage scores in the 70s and 80s. Grand Central Madison remains one of the highest-rated stations in satisfaction at 97%, up one percentage point from the spring.
Metro-North customer satisfaction remains high
Metro-North Railroad continues to be the highest-rated agency with an overall customer satisfaction rating of 86%. In particular, the station satisfaction rating Harlem-125 St saw an 11 percentage point increase from 64% to 75% in overall station satisfaction, with increases in every subcategory, including customer satisfaction with station restrooms Harlem-125th Streetwhich increased by 23%, along with satisfaction with cleanliness, platform capacity and elevators, all increased by at least seven percentage points.
Who participated in the survey and what was the objective
The MTA received 108,000 survey responses between November 6 and 20, 2023.
The survey targeted customers who use any of the modes of transportation: subway, buses, commuter rail, Staten Island Railway, and Access-a-Ride Paratransit.
The goal of the survey was to obtain feedback from customers on their satisfaction levels and identify changes compared to previous reporting periods. They also wanted to gain a deeper understanding of the key customer satisfaction factors that influence customer behavior. We seek feedback on your satisfaction with service, staff, cleanliness, safety and more.
With this, the agency seeks to prioritize problems with the aim of getting more customers back on our subways, buses and trains.
How can I participate in MTA surveys?
The next Customers Count survey will be launched in spring 2024. To take the next surveys go here.
2024-01-31 16:11:43
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