Are you happier riding the NYC subways and NYC buses than you were last year? That’s what the annual MTA Customer Satisfaction Survey sets out to determine. Based on surveys from June 2011, customer satisfaction with NYC subways and NYC buses service increased over last year.
How did the Subways Do?
- 84% of subway customers reported being satisfied with the overall comfort and convenience of using the subway, up six percentage points from last year. Satisfaction with temperatures onboard trains increased five percentage points to 84%.
- Countdown clocks appear to be having a positive impact on the overall customer experience. Customers using stations with countdown clocks rated 54 attributes more highly than customers at stations without the clocks. 96% of customers reported being satisfied with the clocks themselves.
- Customer satisfaction with information about planned service changes increased to 76% this year from 69% a year ago.
- Ratings for six of the eight major categories increased significantly: comfort and convenience, safety and security, service reliability, service frequency, cleanliness of subway cars, and information and communications aboard trains.
And What about the Buses? Read more…









