LIRR survey: 84 percent of customers say they’re satisfied

Citing a new survey, the Long Island Rail Road says it's on track when it comes to improving customer satisfaction.

Citing a new survey, the Long Island Rail Road says it's on track when it comes to improving customer satisfaction. (3/20/17)

PORT WASHINGTON - Citing a new survey, the Long Island Rail Road says it's on track when it comes to improving customer satisfaction.

According to the results of the railroad's 2016 customer satisfaction survey released today, 84 percent of customers were satisfied overall with the LIRR. That's up 2 percentage points from 82 percent in 2015.

Still, many LIRR riders who spoke with News 12 Monday were not on board with the survey's findings. Delays and cancellations were among major complaints of several riders.

In fact, as News 12 conducted an informal survey in Manhasset, an announcement came over the loudspeaker about a train cancellation due to equipment problems.

Riders also mentioned unhappiness with the rising cost of riding the rails. The latest round of LIRR fare hikes went into effect over the weekend, and the cost of one-way rides have increased by as much as 50 cents. Monthly tickets rose by as much as $15, and weekly tickets will jump up to $6.75.

Riders who spoke with News 12 agreed with at least one part of the survey, which gave high marks to the train crews. Conductors scored 93 percent for professional appearance, and 92 percent on courtesy and responsiveness.

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