MTA Launches Revamped Spring 2024 All-Agency Customer Satisfaction Survey

Customers Encouraged to Take Online Survey Available from Thursday, April 18 Through Friday, May 3

Survey Streamlined to Only Take Customers 10 to 15 Minutes

Take the Survey Here

The Metropolitan Transportation Authority (MTA) announced its Spring 2024 Customers Count Survey launched today, Thursday, April 18, for New York City Transit, Long Island Rail Road, Metro-North Railroad, and Access-A-Ride Paratransit customers. The results of the online survey will identify key service attributes that are priority issues for customers and will provide 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.

"Any improvements that are made to service and the customer experience are possible because our riders spoke up and told us what's most important to them," said MTA Chief Customer Officer Shanifah Rieara. "Since our last survey, we've launched a new and improved app, completed dozens of re-NEW-vations and made accessibility improvements in subway and Metro-North stations. We hope many riders will take a moment to participate in the survey and encourage others to do the same."

"Insights from this customer survey are reviewed and discussed by all senior leaders in all operating units - helping us understand where our customers are satisfied, and where they feel we can do a better job," said MTA Chief of Strategic Initiatives Jon Kaufman. "Customer views on topics such as OMNY and safety are also shared at our public Board meetings and with our City partners."

Customers can take the survey online today through Monday, May 3 at new.mta.info/survey. The Spring survey is available in nine languages with a telephone option available for customers in need of assistance. Improvements were made to the survey based on comments from customers. The Spring 2024 survey was streamlined and now only takes 10 to 15 minutes to complete. The mobile interface was also improved to make the survey more intuitive.

Results of the survey will be available this summer. The Customers Count Survey is conducted twice a year, in the spring and fall. The Fall 2023 survey results showed 86% satisfaction for Metro-North customers, along with increased satisfaction for Long Island Rail Road and Access-A-Ride customers. Overall subway line satisfaction increased by four percentage points, and overall subway station satisfaction increased by six percentage-points.