MTA Launches Fall 2024 Customer Satisfaction Survey

Customers Encouraged to Take Online Survey Available from Tuesday, Oct. 15 Through Thursday, Oct. 31

Survey Streamlined to Only Take Customers 10 to 15 Minutes

Take the Survey Here

The Metropolitan Transportation Authority (MTA) today announced its Fall 2024 Customers Count Survey launched on Tuesday, Oct. 15, 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.

"We are constantly rolling out new initiatives to improve the customer experience, service quality, and level of customer service provided," said MTA Chief Customer Officer Shanifah Rieara. "Conducting these surveys allow us to keep measure of what customers are noticing, what they are pleased with and understanding key drivers of customer satisfaction and where they would like to see improvements."

"High quality data is crucial for MTA leadership," said MTA Chief of Strategic Initiatives Jon Kaufman. "The bi-annual Customers Count survey provides robust trends on how each MTA service is performing, in the customers' eyes. Importantly, a robust respondent base enables actionable insights at the line, station, route and branch level."

Customers can take the survey online today through Thursday, Oct. 31 here. The Fall survey is available in nine languages with a telephone option available for customers in need of assistance. Results of the survey will be available in the winter. The Customers Count Survey is conducted twice a year, in the spring and fall.

Our Spring 2024 bus service results indicated service reliability and wait times are the top two drivers of Overall Satisfaction. The MTA is continuously rolling out and seeking new initiatives to improve the passenger journey. Most recently, in June, the MTA activated Automated Camera Enforcement (ACE) on 14 bus routes across Brooklyn, Queens, Manhattan and the Bronx, which will help speed up bus service. These cameras issue violations for vehicles double parked or illegally parked at bus stops, in addition to bus lane violations. This technology was later expanded to 10 more bus routes, totaling 1000 buses equipped with these enforcement cameras.

For Subways, Spring 2024 results indicated service reliability, wait times, and station cleanliness are the among the top drivers of Overall Satisfaction with the subway system: Over the summer, the MTA rolled out its last set of subway service enhancements on the ​​​​​​as part of a multi-phase rollout announced last year, increasing subway frequency on a total of 12 lines. Additionally, 40 subway stations have undergone a deep clean and lighting upgrade through a re-NEW-vation .