Survey: Customer Satisfaction Makes Huge Strides On Metro-North

FAIRFIELD COUNTY, Conn. — Metro-North reported huge gains in its 2016 customer satisfaction survey, including an 11 percent jump on the New Haven Line.

Commuters wait for the 11:25 a.m. train to Grand Central Terminal on Monday in Stamford. A fire Saturday in Cos Cob damaged an important switching station, Metro-North officials said.
Photo Credit: *Frank MacEachern*

Metro-North conductor Bob McDonough tries his hand at musical conducting as the Yale Glee Club rides his train last week.
Photo Credit: *Screenshot from Facebook*

Pair of trains meeting at Noroton Heights train station in Darien.
Photo Credit: *Frank MacEachern*

Joe Jenkins

04/16/2017 12:00 p.m.

Poll

Final Results Voting Closed

Do you agree with the poll results?

Yes, Metro-North has really improved
33%
No, Metro-North has a long way to go
53%
I don't ride Metro-North
13%

Customer satisfaction on the New Haven Line is at 87 percent, up from 76 percent in 2015. While 87 percent constitutes a large gain for the New Haven Line, it still ranks third behind the Hudson and Harlem lines, which boasted satisfaction ratings of 92 percent. Overall, Metro-North had a 90 percent satisfaction rating.

Metro-North's east of Hudson lines improved satisfaction in all time periods:

Peak time satisfaction: 87 percent; up from 81 percent in 2015.
Reverse peak time satisfaction: 94 percent; up from 83 percent in 2015.
Weekday off-peak: 93 percent; up from 84 percent.
Weekend off-peak: 95 percent; up from 93 percent.

One of the key drivers to improving the overall satisfaction score was on-time performance. Metro-North had 80 percent of its trains arrive on-time in 2016, up from 74 percent the previous year.

Click here to check out the complete survey.

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