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MTA Launches Expanded Customer Satisfaction Survey for Fall 2023

Updated Nov 6, 2023 1:30 p.m.

Agency Expands Survey Scope to Receive More Detailed Feedback and Widens Community Outreach to Encourage Greater Participation


Online Survey Available from Monday, Nov. 6 Through Monday, Nov. 20


View Video of News Conference


View Photos from News Conference


Link to Survey Page

The Metropolitan Transportation Authority (MTA) announced its Fall 2023 Customers Count Survey launched today, Monday, Nov. 6, for New York City Transit subway and bus, Long Island Rail Road, Metro-North Railroad, and Access-A-Ride Paratransit customers. Customers can sign up now to take the survey. The results of the online survey will identify key elements of the transit experience that customers will be able to 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.

“Our Faster, Cleaner, Safer plan is laser focused on increasing the satisfaction of transit customers to our North Star goal of 70%,” said NYC Transit President Richard Davey. “In the past 18 months, we have made progress and customers have noticed, with increasing satisfaction on the last two biannual surveys. From a renewed focus on cleaning – especially in subway stations and cars, speeding up service by adding camera enforcement to additional buses and increasing service on eight subway lines, and keeping our customers safe – with subway crime down from 2022 while ridership is up, we are listening to our customers and making transit better. All this was possible because customers spoke up and took surveys, and now is your chance; by participating in Customers Count, customers can give us the feedback we rely on to improve our transit system.”

“These surveys are how we learn what matters most to customers, it helps us develop new goals and track progress to provide a better customer experience,” said MTA Acting Chief Customer Officer Shanifah Rieara. “Since our last survey we have launched new fare options for the commuter rails, launched a new service alerts system and have made many other enhancements systemwide. Customer satisfaction is a top priority and we hope many riders will take a moment to participate in the survey and encourage others to do the same.”

Customers can take the Fall survey online today through Monday, Nov. 20 at new.mta.info/survey. The survey is available in English and Spanish with a telephone option available for customers in need of assistance. Customers who complete the survey will be entered into a random drawing to win a $50 OMNY gift card.

Metro-North Railroad continues to be the highest rated MTA agency with overall satisfaction remaining at 89% since the last survey in Fall 2022, 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 for subway, bus and paratransit riders. Subway stations with newly installed Customer Service Centers or stations recently re-new-vated reported higher satisfaction compared to Fall 2022. On Oct. 12, the MTA announced reaching the goal of completing 50 station re-new-vations for the year, with 11 more stations slated to be renovated and refreshed with upgrades and repairs by the end of 2023.

Since the last survey launch in May 2023, there have been numerous enhancements to improve the transit experience.

New York City Transit Subway and Buses

  • Eight subway stations received accessibility upgrades.
  • Service frequency on the ,  and lines increased.
  • The Q58 and Bx36 activated bus lane enforcement (ABLE) cameras were activated to speed up travel times on busy bus corridors.
  • More than 20 stations were renovated as part of NYC Transit’s Re-NEW-vation Program which takes the opportunity of planned service outages to perform station repairs, deep cleaning and other station enhancements.
  • A new MTA Service Alerts system was launched to better deliver real-time information about subway, bus and commuter rail service.
  • OMNY is now accepted on the AirTrain JFK and on the Roosevelt Island Tramway.
  • New wayfinding features for customers with disabilities were rolled out at multiple subway stations and all stops on the M66 bus route in Manhattan.
  • A new pilot for customers who use wheelchairs was launched to test a new automated wheelchair securement system on buses. The Quantum system allows passenger to secure themselves with a touch of a button and minimal operator assistance.

Long Island Rail Road and Metro-North Railroad

  • Additional Long Island Rail Road (LIRR) schedule adjustments were made to better reflect ridership trends, improve the customer experience and operational reliability.
  • The discounted LIRR Far Rockaway ticket was introduced for customers traveling from Far Rockaway station.
  • The City Ticket was expanded to peak hours at a price of $7, for both LIRR and Metro-North Railroad. The CityTicket can be used to travel on the commuter rails within city limits.


  • Twenty new vans (Ford E-450) joined the Access-A-Ride fleet with one van testing a new wheelchair securement station which includes an improved yellow visual design to quickly and safely strap in wheelchairs.
  • A newly structured on-demand pilot for Access-A-Ride customers was introduced, which enabled an expansion to 3,600 customers, triple the size of the original pilot.
  • Continuous improvements in the MYAAR booking experience make it easier for customers to reserve their trips online with no need to call.

Results of the survey will be available early 2024. The Customers Count Survey is launched twice a year, in the spring and fall.