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MTA Metro-North Railroad Gets High Marks From Customers
In its annual customer satisfaction survey, a record 92% of Metro-North customers said they were either “satisfied” or “very satisfied” with the railroad, an increase of 2 points over the 2005 survey.
Weekend customers gave Metro-North the best ratings with 96% satisfied followed closely by off-peak customers at 95% and then peak customers with 91 % satisfied, an increase of 4 points from the 2005 survey.
“Metro-North and its employees are driven to provide excellent customer service and it shows,” said Railroad President Peter A. Cannito. “We are in business to provide the safest, most reliable, most pleasant trip possible every day of the year. We are proud of the recognition given us by our customers and will strive to continue to earn their praise.”
Many factors contributed to the boost in satisfaction notably a record, 97.5% on-time performance in 2005 on its eastof Hudson service. In addition, 2006 saw the final delivery of all 336 new electric rail cars for the Hudson and Harlem lines. Metro-North also hired additional coach cleaners to provide more frequent cleaning. Among other factors are the completion of numerous station improvement projects, improved schedules with additional early morning and late night service and more reliable intermediate travel times.
Customer satisfaction improved in all time periods and on all lines although satisfaction continues to vary by line, with the highest satisfaction on the Harlem and Hudson lines, with 99% and 97% satisfied respectively. Although overall satisfaction on the New Haven Line rose 3 points this year, the line still ranked lowest with just 85% overall. In the reverse peak market, which is defined as customers who board northbound trains between 5 a.m. and 9 a.m., 94% said they were satisfied, up 4 points from last year.
The survey measures seven major categories: Train scheduling, communications, courtesy of employees, on-time performance, Grand Central Terminal, conditions on trains, and at boarding stations. Improvements were seen in all but one category. The overall condition on trains was unchanged on the Hudson and Harlem line with 95% satisfied.
The survey was conducted between September 27 and October 1, 2006 on board trains and for the first time via the mail to WebTicket and Mail&Ride customers.
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