Customers Encouraged to Take Online Survey Available from Monday, April 21 Through Sunday, May 4
The Metropolitan Transportation Authority (MTA) today announced its Spring 2025 Customers Count Survey launched on Monday, April 21, for New York City Transit, Long Island Rail Road (LIRR) and Metro-North Railroad customers. The results of the online survey will identify key service attributes that are priority issues for customers and provides the MTA with a better understanding of how customers currently rate the service and where to direct future resources for the best possible improvements in the transit system.
“These surveys are essential for the MTA to understand what is working and where we can focus on to improve the customer journey,” said MTA Chief Customer Officer Shanifah Rieara. “We look forward to hearing from thousands of riders throughout our service region.”
“Customer input is crucial for the MTA to improve its service in a targeted fashion,” said MTA Chief of Strategic Initiatives Jon Kaufman. “The results of this survey are poured over by all parts of our management team to focus on improvements across all modes - subways, buses, commuter railroads and paratransit. Riders' views on their routes and stations help us tremendously.”
Customers can take the survey online today through Sunday, May 4, here. The Spring survey is available in nine languages with a telephone option available for customers in need of assistance. The MTA continues to make the survey experience more focused and shorter to ensure it is intuitive for customers. Respondents who complete the survey can enter for a chance to win one of fifty $100 OMNY cards.
Results of the survey will be available in the summer. The Customers Count Survey is conducted twice a year, in the spring and fall.
The Fall 2024 Customers Count Survey received responses from 82,222 customers. The results showed increased overall satisfaction for LIRR and Metro-North riders and increases in feeling safe on subways and buses. Overall satisfaction on the LIRR reached 76%, a six-point increase from Spring 2024. Focusing on on-time performance through Jamaica Station and the transfer experience are key factors in the improvement. Satisfaction with the transfer experience, a very important key driver, is up six points to 63%.