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MTA Launches Spring 2023 All-Agency Customer Satisfaction Survey

Updated May 15, 2023 4:15 p.m.
Customers Count Survey Fall 2023

Feedback Gathered Will Inform Future of MTA’s Service Offerings

Survey Available in Nine Languages

Customers Encouraged to Fill Out Online Survey From Monday, May 15 Through Sunday, May 28


The Metropolitan Transportation Authority (MTA) announced its Spring 2023 Customers Count Survey launched today, Monday, May 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 identify key attributes of service that are important to our customers, provides the MTA with a better understanding of how customers currently rate the service, and where to direct future resources for the greatest improvement in the transit system.

“It's great to see customer satisfaction continue to rise across the transit system including subway, bus and commuter rail,” said MTA Acting Chief Customer Officer Shanifah Rieara. “By listening to the voices of riders through these surveys, we can continue to focus on what customers care about most – reliability, cleanliness, and safety – and how to make their journey as enjoyable as possible."

Customers can take the Spring survey online from now through May 28 at new.mta.info/survey. The survey is available in English, Spanish, Korean, Haitian Creole, Bangla, Chinese, Russian, Italian, and Portuguese, 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 $50.00 OMNY gift card.

Results of the survey will be available in July.

The MTA’s Fall 2022 survey showed another upswing in customer satisfaction compared to the prior Spring 2022 study. Metro-North satisfaction ratings hit 89 percent; LIRR held strong at 81 percent, Access-A-Ride rose four points to 65 percent satisfaction, buses ticked up slightly to 64 percent; and subways jumped six points. The most significant increases for subway were on the   , , and lines. Gains in personal safety and security, a key post-pandemic concern, were especially promising – up 7 points in stations and 9 points on trains.