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Survey: Customer Satisfaction Makes Huge Strides On Metro-North

Metro-North saw large increases in its overall customer satisfaction, according to a recent survey.
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

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

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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