Happy Friday, New Yorkers! That’s definitely one reason to smile on your commute today.
Speaking of which, have you noticed that your fellow subway riders have been more chipper in general lately?
Okay, okay, maybe not in this weather. And even so, it would be a little hard to tell with everybody bundled up, scarves typically block smiles. But according to a recent customer count survey by the MTA, subway rider satisfaction is actually at an all-time high.
Who is this survey based on? Quite a few people, and maybe someone you’ve even sat next to on your ride. The results come from a massive survey of 92,269 riders conducted between October 14th and November 2nd, 2025, available in nine languages plus a phone option, making it one of the most comprehensive rider check-ins yet.
The survey reveals that safety is trending in the right direction across the system. A record-high 63% of riders say they feel safe on trains, a six-point increase, while 59% report feeling safe in stations, up from 54%.
Perhaps most notably, 53% of riders now say they feel safe on platforms—a five-point jump and the first time that number has climbed above 50%. Together, the gains signal growing confidence among riders and reinforce recent reports that the subway is becoming a safer place to ride, wait, and move through every day.
The boost backs up a 2025 report showing the subway had its safest year in nearly two decades, with crime down and commutes running more efficiently. Proof that, even with the cold, crowds, and the occasional delay (because, yes, it’s still the subway), New Yorkers are getting where they’re going safely and mostly on time.
🏙️ Satisfaction by borough
Satisfaction is up across the city, with every borough seeing solid marks from subway riders. Manhattan leads the way at 65%, followed closely by Brooklyn at 63%, while Queens comes in at 59%. The Bronx hit an important milestone this year, with satisfaction reaching 52% for the first time since tracking began. Staten Island once again stands out at 79% satisfaction, unchanged but still far ahead of the rest of the city—proof that consistency counts.
🚆 Subway performance
Strong performance is helping drive those numbers. Weekday on-time performance in 2025 averaged 83.7%, making it the best year on record, with May setting an all-time monthly high at 85.2%. Ridership also surged, with nearly 1.3 billion subway trips taken over the year, a 7% increase from 2024. The system hit a single-day record of 4.65 million riders on December 11th and reached its one-billionth rider by mid-October—earlier than in previous years—clear signs that more New Yorkers are riding and relying on the subway than ever.
🚌 Busses, LIRR, Metro North and Access-A-Ride
The subway isn’t the only ride earning brownie points, buses and commuter rail are also getting high marks from riders.
Overall bus satisfaction climbed to 61%, an eight-point jump from Fall 2024, with express buses leading the way at 76% satisfaction.
Riders reported major improvements in reliability, wait times, and delays, each up nine points or more, while borough results showed strong numbers in Manhattan at 69% and steady satisfaction on Staten Island buses at 60%.
On the rails, the LIRR posted an overall satisfaction rate of 80%, with reliability at 86% and on-time performance at 83%, and several branches topping 80% satisfaction. Metro-North performed even better, reaching 87% overall satisfaction, with the Hudson and Harlem Lines at 89%, and exceptionally high safety perceptions—93% of riders feel safe on trains and 87% feel safe in stations.
Access-A-Ride satisfaction remained consistent, holding at 77% overall, with 84% of riders satisfied with their most recent trip.
So the big picture? Riders are feeling safer, happier, and more confident getting around the city. Progress isn’t perfect, but it’s real—and New York keeps moving forward, one ride at a time.