Last month, the Metropolitan Transit Authority (MTA) announced it's Spring 2023 Customer Satisfaction Survey. The results of the online survey identify key attributes of service that are important to customers. The survey provides the MTA with current data on how customers rate the service and areas where the transit system needs improvement.
According to Shanifah Rieara, MTA Acting Chief Customer Officer “It's great to see customer satisfaction continue to rise across the transit system, including subway, bus and commuter rail”. Rieara continued to say “These surveys tell us what customers care about – reliability, cleanliness, safety and how to make their journey as enjoyable as possible”.
The MTA's Fall 2022 survey showed another upswing in customer satisfaction compared to Spring 2022.
Metro North satisfaction ratings hit 89 percent, LIRR held strong at 81 percent, Access a ride rose 4 points to 65 percent, buses ticked up to 64 percent and subways jumped 6 points.
The most significant increases for the subway were on the G, 7, L and the Q line. Gains in personal safety and security, a key pandemic concern, was up an impressive 7 points in stations and 9 points in trains.
To be continued...
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