November 06, 2023
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MTA Launches Expanded Customer Satisfaction Survey for Fall 2023 |
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Agency Expands Survey Scope to Receive More Detailed Feedback and Widens Community Outreach to Encourage Greater Participation
Online Survey Available from Monday, Nov. 6 Through Monday, Nov. 20
The Metropolitan Transportation Authority (MTA) announced its Fall 2023 Customers Count Survey launched today, Monday, Nov. 6, for New York City Transit subway and bus, Long Island Rail Road, Metro-North Railroad, and Access-A-Ride Paratransit customers. The results of the online survey will identify key elements of the transit experience that customers will be able to report are important to them, providing the MTA with a better understanding of how riders currently rate the system to determine future resources that could be allocated to the areas of greatest need for improvement. “Our Faster, Cleaner, Safer plan is laser focused on increasing the satisfaction of transit customers to our North Star goal of 70%,” said NYC Transit President Richard Davey. “In the past 18 months, we have made progress and customers have noticed, with increasing satisfaction on the last two biannual surveys. From a renewed focus on cleaning – especially in subway stations and cars, speeding up service by adding camera enforcement to additional buses and increasing service on eight subway lines, and keeping our customers safe – with subway crime down from 2022 while ridership is up, we are listening to our customers and making transit better. All this was possible because customers spoke up and took surveys, and now is your chance; by participating in Customers Count, customers can give us the feedback we rely on to improve our transit system.” “These surveys are how we learn what matters most to customers, it helps us develop new goals and track progress to provide a better customer experience,” said MTA Acting Chief Customer Officer Shanifah Rieara. “Since our last survey we have launched new fare options for the commuter rails, launched a new service alerts system and have made many other enhancements systemwide. Customer satisfaction is a top priority and we hope many riders will take a moment to participate in the survey and encourage others to do the same.” Customers can take the Fall survey online today through Monday, Nov. 20 at new.mta.info/survey. The survey is available in English and Spanish with a telephone option available for customers in need of assistance. Customers who complete the survey will be entered into a random drawing to win a $50 OMNY gift card. Metro-North Railroad continues to be the highest rated MTA agency with overall satisfaction remaining at 89% since the last survey in Fall 2022, with on-time performance and service reliability being among the top key drivers. The MTA’s Spring 2023 survey showed a continuing climb in satisfaction for subway, bus and paratransit riders. Subway stations with newly installed Customer Service Centers or stations recently re-new-vated reported higher satisfaction compared to Fall 2022. On Oct. 12, the MTA announced reaching the goal of completing 50 station re-new-vations for the year, with 11 more stations slated to be renovated and refreshed with upgrades and repairs by the end of 2023. Since the last survey launch in May 2023, there have been numerous enhancements to improve the transit experience. New York City Transit Subway and Buses
Long Island Rail Road and Metro-North Railroad
Access-A-Ride
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