September 19, 2022
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MTA Announces Results of Spring 2022 Bi-Annual Customer Satisfaction and Travel Survey |
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Satisfaction With All Forms of Transportation Increased or Remain High and Lines with Highest Customer Satisfaction Rates 268,476 Customers Submitted Evaluations and Survey Responses View Spring 2022 Bi-Annual Customer Satisfaction Survey Here The Metropolitan Transportation Authority (MTA) today announced the results of the bi-annual Spring 2022 Customer Satisfaction Survey for New York City Transit (NYCT), Metro-North Railroad, and Long Island Rail Road (LIRR). The survey is used to gauge MTA customer satisfaction by receiving feedback on the customer experience across the Authority’s agencies. The scope of the survey covered a vast number of topics ranging from service reliability and on-time performance to station cleanliness and personal security. Customer satisfaction has been a key component in the MTA’s strategic initiative to improve the overall customer experience as it continues to welcome back customers to the transit system. The MTA has taken unprecedented measures since the customer satisfaction survey was initiated last year and continues to welcome feedback from customers on a bi-annual basis. “Our North Star is improving and maintaining focus on customer satisfaction,” said New York City Transit President Richard Davey. “We take feedback seriously and want all our customers to feel confident that they will experience reliable and safe service every time they take subways and buses. We are thrilled more people are returning to ride and are looking forward to learning from their continuing feedback.” “Ensuring our customers have the best experience possible is our top priority, said Metro-North Railroad President and LIRR Interim President Catherine Rinaldi. “We appreciate our customers taking the time to take the survey, and we are paying attention to their feedback as we welcome back more riders to both commuter rails. “The customer satisfaction survey shows our customers are finding their experience using all modes of mass transit to be better overall,” said MTA Acting Chief Customer Officer Shanifah Rieara. “New Yorkers are letting us know what they like and what they feel needs work, and we appreciate their participation by taking the survey. We will do everything we can to make our customers feel most comfortable whether they are using the subway, buses, and the commuter rails.” For this latest survey, here’s a breakdown of participation:
The Spring 2022 Customer Satisfaction survey was conducted from June 14 to June 27 and was offered in nine languages including English, Spanish, Chinese, Russian, Portuguese, Korean, Italian, Haitian Creole, and Bangla. The survey was also offered to customers by phone for those who preferred speaking to a live agent. The MTA, in total, received 268,476 evaluations and survey responses. The Authority also initiated a change in the methodology of the survey conducted in the Spring of 2022 by standardizing and unifying the scale across all agencies, eliminating neutral as an option, and unveiling a new ten-point scale, rather than the previous five-point scale featured in the Fall 2021 survey. KEY TAKEAWAYS: The latest survey results revealed satisfaction on all transportation modes increased or remained high. Overall satisfaction for personal security while on board trains increased for both LIRR and Metro-North since the last survey conducted in the Fall of 2021. For subway customers, the top concerns included safety and security. For bus customers, overall satisfaction increased, and customers’ top concerns included service and reliability. Below are customer service highlights from each of the MTA’s agencies: LIRR HIGHLIGHTS:
METRO-NORTH HIGHLIGHTS:
NEW YORK CITY TRANSIT HIGHLIGHTS: SUBWAY
BUSES
ACCESS-A-RIDE
The MTA conducted a robust outreach campaign to invite participation and ensure a statistically valid sample. Outreach has included extensive marketing and a recruitment campaign, including a direct email blast sent to 2.2 million MTA customers. Customers were also notified through the Authority’s social media channels. The MTA will continue to engage more deeply with Metro-North, LIRR, and NYC Transit subway and bus management teams to provide additional details and context to the results of the Spring 2022 Customer Satisfaction survey. The MTA’s top priority is to work with the teams from service delivery, customer journey experience, accessibility, and communications to help define and support improvement initiatives. Results are published in the reports of the NYC Transit and Bus Committee books which you can read here.
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