2013 Customer Satisfaction Survey Subway. New York City Transit 1

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Thomas Dorsey
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1 2013 Customer Satisfaction Survey Subway New York City Transit 1

2 Subway Survey Context Unprecedented damage to the subway system from Superstorm Sandy Weekend shutdowns of Greenpoint Tunnel started shortly before survey Widespread praise for MTA recovery efforts from Superstorm Sandy MTA fares and tolls increased in March 2013 Spike in the number of persons falling or pushed onto tracks Followed by a comprehensive platform safety communications campaign Fastrack continued its fast and cost-efficient repairs Continued strong subway car reliability performance/mdbf Bottom Line: Continued increases in subway ridership New York City Transit 2

3 Key Findings Overall subway service ratings increased for third consecutive year to 76% satisfied vs. 75% in 2012 Although not a statistically significant increase, it is notable that ratings increased despite the fare increase and damage from Superstorm Sandy Satisfaction with the Overall Station Environment held steady at 77% satisfied Satisfaction with the Overall Value for the Money using the Subway returned to 67% in 2013 This is the same rating as after the previous fare increase. The change from the 70% level in 2012 is not statistically significant. New York City Transit 3

4 Key Findings (continued) Subway platform safety communications campaign reached almost three-quarters of customers: 73% of customers recall platform safety messages Safety campaign received high marks from customers: 86% of those recalling platform safety messages are satisfied with them, including 90% on the A Division and 80% on the B Division Better PA systems accompany countdown clocks Most customers (82%) are satisfied with their safety while standing on platforms New York City Transit 4

5 Overall Customer Satisfaction Overall Subway Service Subway Line Used Most 76% 16% 75% 74% 16% 13% 79% 78% 78% 19% 20% 18% 60% 59% 60% 61% 58% 60% Top Area = Very Satisfied Bottom Area = Satisfied New York City Transit 5

6 2013 Fare Increase Affected Value Ratings, But Not Overall Satisfaction with Subway Service 76% 75% 74% 67% 70% Fare Increases 67% 71% 64% Subway Service Value for the Money New York City Transit 6

7 Satisfaction with Subway Service Performance Overall Service Reliability Predictability of Subway Travel Time Maintaining Subway Cars So They Do Not Break Down or Cause Delays How Fast the Subway Gets You Where You Want to Go 81% 84% 82% 79% 81% 77% 82% 83% 80% 84% 86% 81% 21% 23% 23% 22% 21% 20% 22% 23% 22% 24% 27% 26% 60% 61% 59% 58% 59% 58% 60% 60% 58% 59% 59% 55% New York City Transit 7

8 Satisfaction with Subway Safety and Security Overall Safety and Security Safety from Mechanical Accidents Personal Security before 8 p.m. Personal Security after 8 p.m. 89% 89% 89% 81% 82% 83% 83% 86% 86% 21% 35% 33% 30% 25% 23% 18% 26% 28% 71% 67% 72% 17% 14% 15% 58% 64% 61% 61% 54% 56% 59% 57% 58% 53% 53% 56% New York City Transit 8

9 Satisfaction with Information and Communications about Service Overall Information and Communications about Subway Service Knowing How Long You Have to Wait for the Next Train to Arrive 73% 20% 79% 20% 73% 71% 72% 17% 68% 30% 31% 21% 53% 58% 56% 40% 41% 47% New York City Transit 9

10 Satisfaction with Announcements on Subway Trains Clarity of Announcements Usefulness of Announcements: During Normal Service Usefulness of Announcements: Unplanned Delays Usefulness of Announcements: Planned Service Changes 65% 67% 64% 21% 21% 19% 75% 76% 74% 23% 24% 20% 67% 67% 67% 18% 21% 19% 72% 75% 69% 22% 23% 20% 44% 46% 45% 52% 52% 54% 50% 46% 48% 51% 53% 49% New York City Transit 10

11 Satisfaction with the Comfort and Convenience of Using the Subway Overall Comfort and Convenience of Using the Subway Keeping Trains from Getting Too Crowded during Rush Hours Comfort of Temperature on Subway Cars 82% 83% 84% 22% 21% 23% 81% 82% 84% 24% 27% 27% 60% 62% 61% 43% 45% 46% 8% 6% 8% 35% 39% 38% 57% 55% 57% New York City Transit 11

12 Satisfaction with Cleanliness of Subway Cars Overall Cleanliness of Subway Cars Keeping Floors and Seats Clean Windows Clean with No Scratchiti Having no Litter in Subway Cars 74% 75% 75% 16% 20% 15% 71% 71% 73% 74% 77% 68% 69% 67% 67% 18% 17% 19% 18% 16% 23% 15% 16% 16% 58% 55% 60% 54% 52% 55% 59% 51% 50% 52% 52% 52% New York City Transit 12

13 Satisfaction with Subway Conductors Satisfaction with the courtesy and helpfulness of subway conductors decreased to 82% in 2013 vs. 83% in 2012, a non-statistical change 82% 83% 80% 22% 27% 24% 60% 56% 55% New York City Transit 13

14 Satisfaction with Subway Stations Overall Station Environment Station Use Most Often Near Home Station Use Most Often Near Work 77% 77% 78% 79% 81% 79% 81% 82% 80% 16% 17% 15% 24% 25% 21% 21% 20% 21% 61% 60% 63% 55% 56% 58% 60% 61% 59% New York City Transit 14

15 Satisfaction with Overall Station Cleanliness Overall Cleanliness of Stations Keeping Stations Litter Free Keeping Station Clean from Dirt and Grime Keeping Graffiti off Walls, Signs, Etc. 71% 72% 72% 71% 75% 73% 17% 21% 16% 16% 21% 17% 66% 67% 67% 13% 18% 14% 80% 82% 78% 25% 27% 20% 55% 52% 56% 55% 54% 56% 53% 49% 53% 55% 55% 55% New York City Transit 15

16 Satisfaction with Maintenance and Repair of Stations Overall Maintenance and Repair Condition of Stairs and Handrails Station Lighting Condition of Walls and Ceilings 78% 18% 80% 20% 75% 80% 15% 22% 27% 18% 82% 84% 77% 28% 88% 30% 85% 25% 65% 67% 14% 17% 64% 14% 59% 60% 60% 58% 55% 58% 56% 58% 61% 51% 50% 50% New York City Transit 16

17 Satisfaction with MetroCard Equipment Working Condition of MetroCard Vending Machines Working Condition of MetroCard Swipe Readers at Turnstiles 79% 82% 81% 79% 83% 80% 24% 29% 26% 26% 29% 24% 55% 53% 55% 53% 54% 56% New York City Transit 17

18 Satisfaction with Availability of Information in Stations Overall Availability of Information in Stations Signs Directing You to Exits and Transfer Locations Clarity of Announcements on Station Platforms 80% 22% 87% 87% 85% 80% 77% 22% 18% 34% 30% 29% 73% 71% 23% 23% 67% 16% 58% 58% 59% 53% 57% 56% 50% 48% 50% New York City Transit 18

19 Satisfaction with Information about Service Delays and Diversions Information in Station about Unscheduled Delays Information in Station about Planned Service Changes 69% 67% 18% 17% 64% 13% 78% 78% 76% 23% 22% 18% 51% 50% 51% 55% 55% 59% New York City Transit 19

20 Satisfaction with Personal Security in Stations Overall Personal Security in Station Your Sense of Personal Security Before 8 p.m. Your Sense of Personal Security After 8 p.m. 82% 82% 82% 86% 88% 85% 23% 20% 20% 27% 29% 26% 74% 69% 72% 19% 17% 17% 58% 61% 62% 58% 56% 62% 55% 53% 56% New York City Transit 20

21 Satisfaction with Safety in Stations Your Personal Safety Standing on Platforms Keeping Platforms from Getting Too Crowded During Rush Hours 82% 26% 66% 71% 70% 14% 17% 12% 56% 53% 54% 58% Attribute rated for first time in 2013 New York City Transit 21

22 Platform Safety Communications Campaign: Customer Awareness and Satisfaction Recall Platform Safety Messages (Only Asked in 2013) 73% Satisfaction with Platform Safety Messages (Only Asked in 2013, Among Those Who Recalled Safety Messages) 86% 33% 53% New York City Transit 22

23 SURVEY METHODOLOGY The MTA conducted its annual customer satisfaction survey for New York City Transit (NYCT) subway and local bus operations between June 11 and 30, The Citywide telephone survey interviewed 1,729 New York City residents throughout the five boroughs using random samples of landline and cell phone numbers. In-depth interviews were conducted with 1,201 customers who had taken at least one ride in the past 30 days on a subway and/or local bus. The average length for the full survey was 28 minutes. The margin of error is 3.8 percentage points. The remaining 528 contacts did not ride the subway or local bus in the past 30 days and were asked demographic questions only for use in weighting total survey results to the latest census data for New York City residents 18 years of age and older. New York City Transit 23

24 CUSTOMER SATISFACTION RATINGS FOR SUBWAY SERVICE TOTAL SATISFIED N = % % % % OVERALL SUBWAY SERVICE OVERALL SUBWAY SERVICE ON LINE USE MOST SERVICE FREQUENCY OVERALL RELIABILITY OF SERVICE The predictability of subway travel time Maintaining subway cars so they do not break down and cause delays NA How fast the subway gets you where you want to go OVERALL SAFETY AND SECURITY Safety from mechanical accidents Overall personal security in the subway BEFORE 8 p.m Overall personal security in the subway AFTER 8 p.m OVERALL INFORMATION AND COMMUNICATIONS ABOUT SUBWAY SERVICE Knowing how long you have to wait for the next train to arrive NA Clarity of announcements on subway trains Usefulness of announcements on trains during normal service Usefulness of announcements on trains during unplanned delays Usefulness of announcements on trains during planned service changes NA OVERALL COMFORT AND CONVENIENCE OF USING THE SUBWAY Keeping subway trains from getting too crowded during rush hours Comfort of temperature on subway cars OVERALL CLEANLINESS OF SUBWAY CARS Keeping floors and seats clean NA Keeping subway car windows clean with no scratchiti NA Having no litter in subway cars NA Keeping graffiti off subway car walls NA OVERALL COURTESY AND HELPFULNESS OF SUBWAY CONDUCTORS OVERALL VALUE FOR THE MONEY USING THE SUBWAY New York City Transit 24

25 CUSTOMER SATISFACTION RATING OF SUBWAY STATIONS TOTAL SATISFIED N = % % % % STATION USE MOST OFTEN NEAR HOME STATION USE MOST OFTEN NEAR WORK/SCHOOL OVERALL STATION ENVIRONMENT Escalators in subway NA Elevators in subway NA Courtesy and helpfulness of station agents NA OVERALL STATION CLEANLINESS Keeping station litter free NA Keeping station clean from dirt and grime NA Keeping graffiti off walls, signs, etc. NA OVERALL MAINTENANCE AND REPAIR OF STATION Condition of stairs and handrails Station lighting Working condition of MetroCard vending machines NA Working condition of MetroCard swipe readers at turnstiles NA Condition of walls and ceilings NA OVERALL AVAILABILITY OF INFORMATION IN STATION Signs directing you to exits and transfer locations Clarity of announcements on station platforms Information in station about unscheduled delays Announcements about standing away from the edge of the platform* NA NA NA 86 Information in station about planned service changes OVERALL PERSONAL SECURITY IN STATION Your personal safety standing on subway platforms NA NA NA 82 Your sense of personal security in the station BEFORE 8 p.m. NA Your sense of personal security in the station AFTER 8 p.m. NA KEEPING STATION PLATFORMS FROM GETTING TOO CROWDED DURING RUSH HOURS * Includes only those respondents that recall hearing platform safety announcements. New York City Transit 25

Canarsie Tunnel Repairs: Planning Ahead for the Crisis

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