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Survey: Customer Satisfaction Makes Huge Strides On Metro-North

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

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

Poll
Do you agree with the poll results?
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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