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MTA Customers Count Spring 2023 Survey Results

Our latest survey provides customer satisfaction scores and helps us prioritize efforts to improve our customers’ experience. Here’s what we learned.
Updated November 9, 2023 9:00 a.m.

The results of the Spring 2023 Customers Count survey are in!

Between May 15th – May 30th, 2023, we received over 150,000 responses to our Spring 2023 survey.  

The survey targeted customers who use any of our modes of transit: subways, buses, commuter rail, Staten Island Railway, and Access-a-Ride Paratransit. Our outreach included advertising in print and online media and promoting it on digital signage throughout our system.

The goal of the survey is to get feedback from our customers on their satisfaction levels and identify changes compared to previous reporting periods. We also obtain a deeper understanding about key drivers of customer satisfaction that influence customer behaviors.

Additionally, the results identify key elements of the transportation experience that customers report are important to them, providing the MTA with a better understanding of how riders currently rate the system to determine future resources that could be allocated to the areas of greatest need for improvement.

Hearing directly from our customers lets us better understand their biggest concerns and prioritize issues that we need to address, with the goal of making the MTA system safe, reliable and the way to travel within the region.

Subway Riders

Here are some of our findings:  

Metro-North Railroad continues to be the highest rated MTA agency with overall satisfaction at 89% and with On-time Performance and Service Reliability being among the top key drivers. The MTA’s Spring 2023 survey showed a continuing climb in satisfaction scores for subway, bus and paratransit riders, with express bus riders leading the way with a 79% satisfaction rate.

While customers continued to report concerns with safety, security, and service reliability, there are meaningful gains in customers feeling safe on subway trains and in subway stations, with safety on trains up four percentage points to 50% and in stations up seven percentage points to 48% from Fall 2022.

Local, Limited and Select Bus customer satisfaction levels are at 65%, a marginal increase from Fall (64%). Looking more closely at how local buses performed by borough, the Bronx, Brooklyn, and Queens overall customer satisfaction levels each increased by 3 percentage points. The most important attributes for local bus customers, Wait Time and Service Reliability, improved marginally, while Travel Times (third in importance) increased 3 percentage points to 64%.

We want to hear from you!

Are you a customer who wants their voice to be heard? Take our next survey!