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MTA survey finds 88 percent of riders like train experience

Rider satisfaction improved on 10 of the Long Island Rail Road's 11 branches from last year.
TimesLedger Newspapers

The MTA reports that 75 percent of straphangers are satisfied with subway service, based on its own survey.

The Metropolitan Transportation Authority also got high marks when it came to most aspects of the transit system, although respondents complained as usual about subway crowding at rush hours.

The MTA said 88 percent of those surveyed said they were satisfied with their experience en route by subway to their destination and 79 percent reported they were satisfied with the MTA’s system of informing riders about conditions en route.

As to subway station maintenance, the MTA got an 80 percent approval with improvements in most categories.

Straphangers mostly said conditions on subways had improved slightly over 2011 — subway conductors were more courteous and helpful than last year, respondents said, but comfort of temperatures in subway cars declined, as did overall comfort and convenience on the trains. The rankings of overall station environment dropped by one point.

As in 2011, it was crowding in subways at rush hour that drew dramatically negative opinions, with a reading of 45 percent — down one point — from last year.

When it came to the countdown clocks that indicate how long a wait until the next train arrives, there was 96 percent approval.

The Long Island Rail Road and Metro-North Rail Road both got high marks. The survey indicated that 86 percent of LIRR riders reported overall satisfaction, compared with 78 percent last year. Rider satisfaction improved on 10 of the LIRR’s 11 branches.

As for Metro-North riders, 93 percent of riders registered approval, tying the highest point Metro-North has ever received.

Motorists’ satisfaction at MTA’s seven bridges and two tunnels went up five percentage points to 85 percent, with increases in that category including safety and security, road signs and road conditions. One of the highest increases was satisfaction with electronic signs, which rose to 78 percent, up from 72 percent in 2011.

The survey was conducted by phone in June. The MTA said more than 18,000 people took part in the survey.

Reach contributing writer Philip Newman by e-mail at or phone at 718-260-4536.

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