The New York MTA achieved its highest-ever customer satisfaction rating in Spring 2025, based on nearly 90,000 survey responses collected in April and May. This is reported by the railway transport news portal Railway Supply.

New York MTA Reports Record Satisfaction in Spring 2025
The New York MTA’s overall increase in satisfaction is driven by gains in service reliability, up six points to 60% and waiting time, up five points to 57%.
Photo: Marc A. Hermann

The New York MTA Customer Count Survey found that 57% of subway users were satisfied with the system overall. This marks an 8-point jump from Fall 2024 and the best rating since the survey began in 2022.

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New York MTA Sees Gains Across Subway and Bus Networks

Subway satisfaction rose due to better service reliability, shorter waiting times, and improved safety. Riders noted feeling safer, with 57% feeling secure on trains and 54% in stations. Platform safety perceptions also improved.

On the bus network, the New York MTA saw Local, Limited, and Select Bus Service satisfaction rise to 64%. Select Bus Service alone reached 68%, up from 59%. Satisfaction rose in all five boroughs, with Queens and the Bronx posting the largest gains.

Increased police presence and fare inspections helped boost customer confidence. Nearly 48% of respondents saw enforcement actions, reinforcing the agency’s efforts to reduce fare evasion and improve rider experience.

New York MTA Enhances Access-A-Ride, LIRR, and Metro-North

In Spring 2025, Access-A-Ride introduced a monthly feedback system. June satisfaction held steady at 78%, with 84% of riders rating their most recent trip positively. Key strengths included on-time service and driver courtesy.

The LIRR’s overall satisfaction climbed to 81%, driven by better transfer connections at Jamaica and improved schedule reliability. Riders gave Penn Station an 82% satisfaction rating, while station safety rose to 81%.

Metro-North remains the top-rated service with 89% customer satisfaction. The Hudson, Harlem, and New Haven lines all posted increases, with Hudson leading at 90%. Customers cited reliable schedules and available seating as key benefits.

Metro-North President Justin Vonashek attributed the strong performance to frontline staff and operational excellence. He noted that consistency in safe, timely service strengthens customer trust across the board.

The New York MTA continues to prioritize rider feedback, channeling insights into meaningful system-wide improvements. Spring 2025 results show measurable progress in service quality, public trust, and transit equity across New York City.

Source: www.metro-magazine.com

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