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MTA Launches Fall 2022 All-Agency Customer Satisfaction Survey

Updated November 21, 2022 11:30 a.m.
A woman looks at her cellphone, with a subway train and a Grand Central sign in the background

Feedback Gathered Will Inform Future of Transit System 

Sign Up to Take Survey Online From Monday, Nov. 21 Through Sunday, Dec. 4  


The Metropolitan Transportation Authority (MTA) announced that its Fall 2022 Customers Count Travel survey launched today, Monday, Nov. 21, for New York City Transit, Long Island Rail Road, Metro-North Railroad and Access-A-Ride Paratransit customers. The results of the online survey provides the MTA with a better understanding of how customers currently utilize services, and where to direct future resources for the greatest improvement in the transit system.  

“The Customers Count survey is an invaluable opportunity to hear directly from customers on what matters most to them,” said MTA Interim Chief Customer Officer Shanifah Rieara. “Improving the customer experience is at the heart of the MTA's mission. The feedback we receive from this survey ensures we can provide the best possible service for everyone who uses the system.”  

Customers can sign up to take the fall survey through Dec. 4 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 $100 pre-paid cash gift card.   

Results of the survey will be available in March. 

The MTA’s Spring 2022 survey received more responses than any other previous Customer Counts survey. Over a quarter million customers made their voices heard. The spring survey found that hybrid work schedules continued to be the main influence on ridership trends on the subway, buses, and railroads. Customers also cited safety and wait times as some of their top concerns. The MTA listened to this feedback by advocating for a more visible police presence on platforms and trains, and now, subway conductors alert customers when officers are present at any given station. The MTA is tackling wait times with a particular focus on buses by increasing the number of Automated Bus Lane Enforcement cameras to keep lanes clear, and forwarding the work of bus network redesigns to increase the speed of routes.  

The results of the spring survey can be found here.