2012 Customer Satisfaction Survey Subway

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Philippa Shana Murphy
8 years ago
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1 Customer Satisfaction Survey Subway

2 Methodology Citywide Survey conducted by telephone Random landline and cell phone samples Interviewed 1829 persons 1200 qualified for full survey: At least one subway and/or local bus trip in past 30 days Other 629 asked only demographic questions for purpose of weighting results to latest census Survey averaged 27 minutes Margin of error: ±3.8 percentage points New York City Transit 1

trip in past 30 days Other 629 asked only demographic questions for purpose of weighting results

3 Subway Service Satisfaction Trend % 78% 77% 75% 74% 71% 70% 67% 64% Overall Subway Service on Line Used Most Overall Subway Service Overall Value for the Money Using the Subway New York City Transit 2

4 Customer Satisfaction with Basic Train Service Quality 86% 84% 83% 81% 83% 82% 76% 80% 81% 77% 74% 79% 79% 72% How fast subway gets you where you want to go Overall Reliability of Service NA Maintaining subway cars so they don't cause delays Predictability of subway travel time Service Frequency Underlined number indicates statistical increase in vs New York City Transit 3

Service NA Maintaining subway cars so they don't cause delays Predictability of subway travel

5 Overall Comfort and Convenience 83% 84% 78% 82% 84% 79% % 46% 44% 2010 Overall Comfort and Convenience Keeping subway trains from getting too crowded/rush hours Comfort of temperature on subway cars New York City Transit 4

Keeping subway trains from getting too crowded/rush hours

6 Overall Information and Communications 79% 73% 63% 67% 64% 56% 75% 69% 64% Overall Information and Communications about Subway Service Clarity of announcements on subway trains Usefulness of announcements during planned service changes Boxed number indicates statistical increase in vs Underlined number indicates statistical increase in vs New York City Transit 5

Usefulness of announcements during planned service changes Boxed number indicates statistical

7 82% Overall Safety and Security In Subway 89% 89% 83% 85% 86% 86% 80% 77% 72% 67% 65% Overall Safety and Security Safety from mechancial accidents Personal Security before 8 p.m. Personal Security after 8 p.m. New York City Transit 6

Security Safety from mechancial accidents Personal Security

8 Subway Car Cleanliness 75% 75% 68% New York City Transit 7

9 Overall Courtesy and Helpfulness of Subway Conductors 83% 80% 77% New York City Transit 8

10 Overall Satisfaction With Stations 81% 82% 79% 80% 77% 74% 77% 78% 71% Station Use Most Often Near Home Station Use Most Near Work/School Overall Station Environment Underlined number indicates statistical increase in vs New York City Transit 9

Most Near Work/School Overall Station Environment Underlined

11 Station Maintenance and Repair 80% 82% 75% 77% 72% 88% 85% 81% 68% 67% 64% Overall Maintenance and Repair of Station Condition of stairs and handrails Station lighting NA Condition of walls and ceilings Boxed number indicates statistical increase in vs Underlined number indicates statistical increase in vs New York City Transit 10

lighting NA Condition of walls and ceilings Boxed number indicates statistical increase

12 Overall Station Cleanliness 72% 72% 64% Underlined number indicates statistical increase in vs New York City Transit 11

13 Overall Availability of Information in Station 80% 77% 67% Underlined number indicates statistical increase in vs New York City Transit 12

14 Escalators and Elevators 82% 75% 76% 73% 2011 Subway Escalators Subway Elevators Boxed number indicates statistical increase in vs Attributes not Rated in 2010 New York City Transit 13

15 Overall Personal Security in Stations 82% 82% 85% 88% 76% 69% 72% Overall Personal Security in Station NA Your sense of personal security before 8 p.m. NA Your sense of personal security after 8 p.m. New York City Transit 14

16 Keeping Station Platforms from Getting too Crowded during Rush Hours 71% 70% 65% New York City Transit 15

17 TOTAL SATISFIED Very Satisfied Satisfied % % % % % 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 New York City Transit 16

subway gets you where you want to go 83 81 86 27 59 OVERALL SAFETY AND SECURITY 77 83 82 18 64 Safety from mechanical accidents 85 89 89 33 56 Overall personal security in the subway BEFORE 8 p.m. 80 86 86 28 58 Overall personal security in the subway AFTER 8 p.

18 TOTAL SATISFIED Very Satisfied Satisfied % % % % % 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 Boxed numbers in column are statistically greater than corresponding number for Boxed numbers in 2011 column are statistically greater than corresponding number for. Underlined numbers in 2011 column are statistically greater than corresponding number for Underlined numbers in column are statistically greater than corresponding number for 2010 when no statistical increase recorded from 2010 to New York City Transit 17

windows clean with no scratchiti NA 77 74 23 50 Having no litter in subway cars NA 67 69 16 53 Keeping graffiti off subway car walls NA 82 82 30 52 OVERALL COURTESY AND HELPFULNESS OF SUBWAY

19 Order of Sets Randomized. Overall Station Environment Always Asked Last. TOTAL SATISFIED Very Satisfied Satisfied % % % % % STATION USE MOST OFTEN NEAR HOME STATION USE MOST OFTEN NEAR WORK/SCHOOL OVERALL STATION ENVIRONMENT 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 New York City Transit 18

ENVIRONMENT 71 78 77 17 60 OVERALL STATION CLEANLINESS 64 72 72 21 52 Keeping station litter free NA 73 75 21 54 Keeping station clean from dirt and grime NA 67 67 18 49 Keeping graffiti off walls,

20 TOTAL SATISFIED ` Very Satisfied Satisfied % % % % % 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 Having large subway maps available throughout the station NA Information in station about planned service changes OVERALL PERSONAL SECURITY IN STATION 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 Countdown clocks Escalators in subway NA Elevators in subway NA Courtesy and helpfulness of station agents NA New York City Transit 19

27 49 Information in station about planned service changes 69 76 78 22 55 OVERALL PERSONAL SECURITY IN STATION 76 82 82 20 61 Your sense of personal security in the station BEFORE 8 p.m. NA 88 85 29 56 Your sense of personal security in the station AFTER 8 p.

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