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MTA Bridges and Tunnels Score High in Customer Satisfaction

MTA Bridges and Tunnels nine crossings connecting the five boroughs of New York City continue to score high in overall customer satisfaction in independent random surveys conducted this year, showing improvement at many facilities.

“More than 820,000 vehicles carrying more than 1.3 million customers cross MTA Bridges and Tunnels facilities each day” said MTA Chairman Peter S. Kalikow. The data from these surveys show that our customers appreciate the safe and reliable service that we provide every day, despite increasing levels of traffic and the more than $750 million of capital construction work underway.”

MTA Bridges and Tunnels has been running a pilot program at two McDonald’s restaurants on Long Island on behalf of the E-ZPass Interagency Group’s 21 member agencies to test the use of E-ZPass in non-toll applications. (The Port Authority of New York and New Jersey already accepts E-ZPass for parking at the three major airports.) So, for the first time, the survey asked the agency’s customers about their interest in using their E-ZPass tags to make purchases at fast food restaurants, gasoline stations and parking lots. Sixty three percent of those surveyed indicated they would be likely to do so, including 34% who said they were “very likely” to do so.

“E-ZPass customers continue to express high levels of satisfaction with the service at our facilities,” said MTA Bridges and Tunnels President Michael C. Ascher. “And, our cash customers have expressed strong levels of satisfaction, too.”

E-ZPass customers continue to give MTA Bridges and Tunnels extremely high marks for the system with an overall rating of 8.7 on a scale of 10. Customers gave the agency an 8.8 for Reliability of the Tag and Statement Accuracy and 8.7 for Billing Method.

Overall satisfaction came in at 7.5 for E-ZPass customers and 6.7 for cash customers despite a mid-year toll increase. Both customer categories rated MTA Bridges and Tunnels highly in lighting (8.2 for E-ZPass and 8.1 for Cash), appearance & cleanliness (8.1 for both) and Safety & Security (7.8 for both).

More than 4,300 customers who crossed MTA Bridges and Tunnels facilities were surveyed by an independent research firm on 10 different performance categories ranging from safety and security to road signs to E-ZPass performance.

MTA Bridges and Tunnels facilities include the Triborough, Bronx-Whitestone, Throgs Neck, Verrazano, Cross Bay, Marine Parkway-Gil Hodges and Henry Hudson Bridges and the Queens Midtown and Brooklyn-Battery Tunnels.

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