Customer Satisfaction Survey Subway
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
Subway Service Satisfaction Trend 2010-78% 78% 77% 75% 74% 71% 70% 67% 64% 2011 2010 Overall Subway Service on Line Used Most Overall Subway Service Overall Value for the Money Using the Subway New York City Transit 2
Customer Satisfaction with Basic Train Service Quality 86% 84% 83% 81% 83% 82% 76% 80% 81% 77% 74% 79% 79% 72% 2011 2010 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. 2010 New York City Transit 3
Overall Comfort and Convenience 83% 84% 78% 82% 84% 79% 2011 45% 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
Overall Information and Communications 79% 73% 63% 67% 64% 56% 75% 69% 64% 2011 2010 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. 2011 Underlined number indicates statistical increase in vs. 2010 New York City Transit 5
82% Overall Safety and Security In Subway 89% 89% 83% 85% 86% 86% 80% 77% 72% 67% 65% 2011 2010 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
Subway Car Cleanliness 75% 75% 68% 2011 2010 New York City Transit 7
Overall Courtesy and Helpfulness of Subway Conductors 83% 80% 77% 2011 2010 New York City Transit 8
Overall Satisfaction With Stations 81% 82% 79% 80% 77% 74% 77% 78% 71% 2011 2010 Station Use Most Often Near Home Station Use Most Near Work/School Overall Station Environment Underlined number indicates statistical increase in vs. 2010 New York City Transit 9
Station Maintenance and Repair 80% 82% 75% 77% 72% 88% 85% 81% 68% 67% 64% 2011 2010 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. 2011 Underlined number indicates statistical increase in vs. 2010 New York City Transit 10
Overall Station Cleanliness 72% 72% 64% 2011 2010 Underlined number indicates statistical increase in vs. 2010 New York City Transit 11
Overall Availability of Information in Station 80% 77% 67% 2011 2010 Underlined number indicates statistical increase in vs. 2010 New York City Transit 12
Escalators and Elevators 82% 75% 76% 73% 2011 Subway Escalators Subway Elevators Boxed number indicates statistical increase in vs. 2011 Attributes not Rated in 2010 New York City Transit 13
Overall Personal Security in Stations 82% 82% 85% 88% 76% 69% 72% 2011 2010 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
Keeping Station Platforms from Getting too Crowded during Rush Hours 71% 70% 65% 2011 2011 2010 2010 New York City Transit 15
TOTAL SATISFIED 2010 2011 Very 1082 1009 1018 Satisfied Satisfied % % % % % OVERALL SUBWAY SERVICE 71 74 75 16 59 OVERALL SUBWAY SERVICE ON LINE USE MOST 77 78 78 20 58 SERVICE FREQUENCY 72 79 79 20 59 OVERALL RELIABILITY OF SERVICE 76 82 84 23 61 The predictability of subway travel time 74 77 81 21 59 Maintaining subway cars so they do not break down and cause delays NA 80 83 23 60 How fast the 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.m. 65 72 67 14 53 OVERALL INFORMATION AND COMMUNICATIONS ABOUT SUBWAY SERVICE 63 73 79 20 58 Knowing how long you have to wait for the next train to arrive NA 68 72 31 41 Clarity of announcements on subway trains 56 64 67 21 46 Usefulness of announcements on trains during normal service 67 74 76 24 52 Usefulness of announcements on trains during unplanned delays 64 67 67 21 46 Usefulness of announcements on trains during planned service changes NA 69 75 23 52 New York City Transit 16
TOTAL SATISFIED 2010 2011 Very 1082 1009 1018 Satisfied Satisfied % % % % % OVERALL COMFORT AND CONVENIENCE OF USING THE SUBWAY 78 84 83 21 62 Keeping subway trains from getting too crowded during rush hours 44 46 45 6 39 Comfort of temperature on subway cars 79 84 82 27 55 OVERALL CLEANLINESS OF SUBWAY CARS 68 75 75 20 55 Keeping floors and seats clean NA 68 71 19 51 Keeping subway car 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 CONDUCTORS 77 80 83 27 56 OVERALL VALUE FOR THE MONEY USING THE SUBWAY 64 67 70 23 47 Boxed numbers in column are statistically greater than corresponding number for 2011. Boxed numbers in 2011 column are statistically greater than corresponding number for. Underlined numbers in 2011 column are statistically greater than corresponding number for 2010. Underlined numbers in column are statistically greater than corresponding number for 2010 when no statistical increase recorded from 2010 to 2011. New York City Transit 17
Order of Sets Randomized. Overall Station Environment Always Asked Last. TOTAL SATISFIED 2010 2011 Very 1048 1006 1007 Satisfied Satisfied % % % % % STATION USE MOST OFTEN NEAR HOME 77 79 81 25 56 STATION USE MOST OFTEN NEAR WORK/SCHOOL 74 80 82 20 61 OVERALL STATION 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, signs, etc. NA 78 82 27 55 OVERALL MAINTENANCE AND REPAIR OF STATION 68 75 80 20 60 Condition of stairs and handrails 72 77 82 27 55 Station lighting 81 85 88 30 58 Working condition of MetroCard vending machines NA 81 82 29 53 Working condition of MetroCard swipe readers at turnstiles NA 80 83 29 54 Condition of walls and ceilings NA 64 67 17 50 New York City Transit 18
TOTAL SATISFIED ` 2010 2011 Very 1048 1006 1007 Satisfied Satisfied % % % % % OVERALL AVAILABILITY OF INFORMATION IN STATION 67 77 80 22 58 Signs directing you to exits and transfer locations 82 85 87 30 57 Clarity of announcements on station platforms 59 67 71 23 48 Information in station about unscheduled delays 56 64 67 17 50 Having large subway maps available throughout the station NA 75 77 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.m. NA 72 69 17 53 KEEPING STATION PLATFORMS FROM GETTING TOO CROWDED DURING RUSH HOURS 65 70 71 17 53 Countdown clocks 95 96 96 67 29 Escalators in subway NA 75 82 30 52 Elevators in subway NA 73 76 24 52 Courtesy and helpfulness of station agents NA 81 85 37 48 New York City Transit 19