Twice a year the MTA conducts a formal request for feedback from transit riders in the form of their Customer Satisfaction Survey (which was instituted for the first time last year). Earlier this week they announced the results from the Spring 2022 survey, originally conducted from June 14 to June 27 in nine different language offerings.
Some of the most interesting pieces of feedback for the NYC Subway include:
- With results from 175,000 respondents, overall subway satisfaction was rated at 48 percent
- The lowest satisfaction rates had to do with safety and security. Personal security on train scored a 33 percent satisfaction rate, with a 42 percent rating for personal security in stations.
- Key drivers for satisfaction rates included wait time, homelessness in stations, people behaving erratically in stations, cleanliness, and unexpected delays.
- For people who ride the subway less now than they did before COVID, they noted concerns “personal security” as the main reason for doing so.
- On a more positive note, the subway lines with the highest satisfaction were, drumroll please…
- L line
- Q line
- G line
- 7 line
And here are the Highest Rated Subway Stations, with the #1 spot going to Eastern Pkwy-Brooklyn Museum boasting an overall 91% station rating and an 87% cleanliness rating.
And here are the Lowest Rated Subway Stations:
Do you agree?
You can read the report in full, including Local, Limited and Select Bus and Access-A-Ride feedback on the MTA’s website here. The MTA says these results will help the organization work toward improvements while welcoming riders back to all transit systems.