Survey: Customer Satisfaction Makes Huge Strides On Metro-North

Metro-North reported huge gains in its 2016 customer satisfaction survey, including increases on both the Hudson and Harlem lines.

Metro-North saw large increases in its overall customer satisfaction, according to a recent survey.
Photo Credit: *Emily Moser, via MTA Metro-North Railroad Facebook*

Joe Jenkins

04/16/2017 5:30 a.m.

Customer satisfaction on both lines was 92 percent, up from 89 percent in 2015. The New Haven Line came in at 87 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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