The MTA released the results of a survey Tuesday that indicate that subway and bus riders are becoming more satisfied with service.
that found that 54 % of subway riders were satisfied with overall service, up 6 percentage points from the Spring 2022 survey. Meanwhile, 64% of bus riders were satisfied, a marginal increase from Spring 2022 of 63%.
“The customer satisfaction survey shows our customers are feeling more and more confident in using mass transit,” said MTA Acting Chief Customer Officer Shanifah Rieara. “We hear what is important to our customers and are focusing on those needs for improvement, and we will do everything we can to make sure customers have the best experience using the subway, buses, Access-A-Ride and the commuter rails.
The MTA also said that all subway lines had improved satisfaction scores, with the strongest showings by the G, 7, L and Q lines. Express Bus customer satisfaction bumped up three points to 79%, compared to spring 2022. Bus cleanliness rose four points, up to 70%.“Improving customer satisfaction is our North Star and we appreciate the thousands of responses we received,” said New York City Transit President Richard Davey. “This feedback directly informs what we focus on to ensure safe and reliable service on every subway, bus, or Paratransit trip.
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