MTA survey shows most riders are satisfied with service
According to the survey, which gathered responses from more than 92,000 riders between April and May, 62% of customers said they are satisfied with service reliability.
More Stories
The MTA’s latest customer satisfaction survey suggests that most riders are feeling positive about public transportation, with reliability, safety and cleanliness emerging as the top factors driving satisfaction.
According to the survey, which gathered responses from more than 92,000 riders between April and May, 62% of customers said they are satisfied with service reliability. Meanwhile, 59% reported being satisfied with safety, and 57% expressed satisfaction with cleanliness across the system.
While many commuters acknowledged improvements, opinions remain mixed.
“The frequency, when it needs to be there, that’s gotten better,” one rider said.
Others, however, said daily service issues continue to impact their experience.
“I take the train every day to work and there’s always an issue,” another commuter said. “No, not at all.”
Despite the generally positive ratings, riders say there is still significant room for improvement, particularly when it comes to delays and overcrowding.
“I think the trains are very delayed and during rush hour. They’re overpacked,” said commuter Rachel McMichael. “They should have more trains during rush hour and especially late night and early morning coming from Manhattan to the outer boroughs.”
A rider named Blaire said accurate arrival times and dependable service remain key concerns.
“If it says it’s going to be here in a minute, it should definitely be here in a minute,” Blaire said. “It shouldn’t take me an hour and 20 minutes when I know the ride is a 45-minute ride.”
The survey also points to a notable shift in rider priorities. According to the MTA, commuters are now more focused on getting to their destinations on time than on concerns about crime on the system. Agency officials say that change suggests riders may already feel safer using public transit than they did in previous years.
“I think reliable service is more important to more people because they want to get home quicker,” McMichael said. “Everyone is working more hours because of inflation. They want to be home as much as possible.”
One point of agreement among the commuters interviewed: they do not want to see another fare increase until concerns about service reliability, delays and overcrowding are addressed.
