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Survey: Customer Satisfaction Makes Huge Strides On Metro-North

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

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

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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