2011 MTACUSTOMERSATISFACTION RESEARCHRESULTS

NewYorkCityTransitSubways

CONTEXT
2011surveysprovidethefirstyeartoyear comparisonsagainstbaselinesestablishedin2010 usingtheunifiedratingscaleforallagencies:
VeryDissatisfied 1 2 3 Dissatisfied 4 5 6 Satisfied 7 8 VerySatisfied 9 10

The2011surveyswereconductedafterayearthat included:
Servicecuts,afareincrease,andtwoseveresnowstorms ContinuationofMTAserviceinitiativesandinformation initiatives Increasedefforttocommunicateimprovementstocustomers
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SUBWAYRESULTS

OVERALLCUSTOMERSATISFACTION
OverallSubway Service 71%
15%

74%
13%

LineUsedMost Often 78% 77%

19% 18%

OverallStation Environment 78% 71%

15% 19%

56%

60%

57%

60%

63% 52%

2010

2011

2010 Satisfied

2011 VerySatisfied

2010

2011

Customersatisfactionwithoverallsubwayservicetrendedupwardto74%in2011. Customersatisfactionwiththeoverallstationenvironmentratingincreased statisticallyto78%in2011from71%in2010.

Numbersingreenarestatisticallygreaterthan2010rating.Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

CUSTOMERSATISFACTION WITHMAJORSERVICECATEGORIES
6of8majorservicecategoriesrecordednotableincreasesin2011. 2010 OverallComfortandConvenienceofUsingtheSubway Safety&SecurityonTrains ServiceReliability CourtesyandHelpfulnessofSubwayConductors ServiceFrequency OverallCleanlinessonSubwayCars Information&CommunicationsOnBoardTrains ValuefortheMoneyUsingtheSubway 78% 77% 76% 77% 72% 68% 63% 64% 2011 84% 83% 82% 80% 79% 75% 73% 67%
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Numbersingreenarestatisticallygreaterthan2010rating.Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

COUNTDOWNCLOCKS
Countdownclocksarehavingapositiveimpactontheoverallcustomer experience All54subwayserviceandstationattributeswereratedhigherbythose withcountdownclocksintheirstationthanthosewithoutacountdown clockinstation.Thisincludes: CustomerInformation Knowinghowlonguntilnexttrainarrives(+19percentagepoints) Clarityofannouncementsonstationplatforms(+11) Informationinstationaboutunscheduleddelays(+10) ServicePerformance Predictabilityofsubwaytraveltime(+9percentagepoints) Servicefrequency(+8) Servicereliability(+6) Personalsecurityinstationafter8p.m.(+12percentagepoints)
Statisticaldifferencesaresignificantatthe95%levelofconfidence.

PersonalSecurity
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SUBWAYSERVICEQUALITY
HowFastSubway GetsYouPlaces Service Reliability Predictabilityof TravelTime Service Frequency CarMaintenance toAvoidDelays

83%

81%

76%

82% 74%

77%

72%

79%

81%

80%

2010

2011

2010

2011

2010 Satisfied

2011 VerySatisfied

2010

2011

2010

2011

Satisfactionincreasedstatisticallyforservicereliability(+6points)andservice frequency(+7points).

1009subwaycustomerssurveyed.Marginoferror3%.Numbersindarkbrownstatisticallygreaterthan2010rating.Numbersinredstatisticallylower.

COMFORTANDCONVENIENCE
OverallComfortand Convenience CrowdingonTrains RushHours Crowdingon Platforms:RushHours Comfortof TemperatureonTrains

78%
20%

84%
23%

65% 44%
9%

70%
12%

79%
24%

84%
27%

46%
8% 38%

13%

59%

61% 35%

52%

58%

56%

57%

2010

2011

2010

2011 Satisfied

2010 VerySatisfied

2011

2010

2011

Overallcomfortandconvenienceofsubwayincreasedstatisticallyin2011(+6points).
Comfortoftemperatureinsidecarsincreasedstatistically(+5points),reflectingbetterair conditioninginnewtrains. Crowdingontrainsduringrushhoursremainsanissue.WhileTransitplanstoincreaseservice ontheLlinenextsummer,weareunabletoincreasethenumberoftrainsthatoperateduring rushhours onmanyofourlines.
Numbersingreenarestatisticallygreaterthan2010rating.Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

SUBWAYSTATIONS
Ratingsofallfivemajorstationcategoriesincreasedstatisticallyin2011.

2010 OverallPersonalSecurityinStation AvailabilityofInformationinStation MaintenanceandRepairofStation StationCleanliness PlatformCrowdingduringRushHours 76% 67% 68% 64% 65%

2011 82% 77% 75% 72% 70%

STATIONMAINTENANCEANDREPAIR
Maintenance andRepair ConditionofStairs andHandrails Walls andCeilings
(New)

Escalators
(New)

Elevators
(New)

68%
19%

75%
15%

72%
17%

76%
18%

64%
14%

75%
24%

73%
20%

49%

60%

55%

58%

50%

51%

53%

2010 2010

2011

2010 Satisfied

2011 VerySatisfied

2011

2011

2011

Satisfactionwithoverallmaintenanceandrepairofstationsincreasedstatistically in2011(+7points). Conditionofwallsandceilings(addedin2011)isthelowestratedstation component.

Numbersingreenarestatisticallygreaterthan2010rating.Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

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STATIONCLEANLINESS,LIGHTING, ANDOTHERSTATIONRATINGS
WorkingConditionof
(New)

Overall StationCleanliness

StationLighting

MetroCard Vending Machines

MetroCard Swipe Readers

64%
15%

72%
16%

80%
26%

86%
25%

81%
26%

80%
24%

49%

56%

54%

61%

55%

56%

2010

2011

2010 Satisfied

2011 VerySatisfied

2010

2011

Stationcleanliness(+8points)andlighting(+6points)increasedstatisticallyin2011. About80%ofcustomersaresatisfiedwithMetroCardvendingmachines,swipe readers,andstationagents.

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INFORMATIONINSTATIONS
Countdown Clocks InformationaboutPlanned ServiceChanges Informationabout UnscheduledDelays

95%
56%

96%
59%

69%
21%

76%
18%

56%
13%

64%
13%

39%

37% 2011

48%

59% 43%

51%

2010

2010 Satisfied

2011 VerySatisfied

2010

2011

Satisfactionwithcountdownclockscontinuesataveryhighlevel(96%)in2011, including59%very satisfied. Satisfactionimprovedstatisticallyoninformationaboutdelays,reflectingimproved plannedservicechangepostersandLEDsoncountdownclocks. Informationaboutunscheduleddelayscontinuestoneedimprovement.

Numbersingreenarestatisticallygreaterthan2010rating.Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

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SUMMARY
Improvementinitiativesareincreasingcustomer satisfactionwithservice,stations,andcommunications Countdownclocksinparticulararecontributingtoimproved perceptionsofservicereliability,safety,andinformation availabletocustomers Continuedinvestmentsininformationtechnology,station maintenanceandcleaning,andmaintainingreliableservice willcontinuetoaddresscustomerconcernsintothefuture

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METHODOLOGY
The2011CitywideSurveywasconductedamong1200adultswhohadtakenoneormore tripsbysubwayand/orlocalbusinthepast30days. TwostatisticallyrepresentativesampleswereusedintheCitywideSurvey:86%of respondentswerecontactedusingarepresentativerandomdigitdial(RDD)sampleof landlinesand14%ofrespondentswerecontactedusingarandomcellphonesample.All respondentswerescreenedtoensuretheyresideinNewYorkCity. ThesurveywasconductedfromJune2030,2011usingcomputerassistedtelephone interviewing(CATI)technology.Interviewswereconductedeveningsandweekendsin EnglishandSpanish.Averageinterviewlengthwas26minutes.Themarginoferrorfora representativesurveyof1200personsis3%atthe95%levelofstatisticalconfidence. Inadditiontothedatafromthe1200past30daycustomersinterviewedinthesurvey, demographicinformationwascollectedamongalladultswhowerecontactedbuthadnot takenasubwayorlocalbustripinthepast30days.Thetotalcontactdatawasweighted againstCensusinformationfromthe2009AmericanCommunitySurvey(Gender,Age, Education,Race/Ethnicity,Borough,andHouseholdSize)andtelephoneserviceinformation fromthe2011NationalHealthStatisticsReportsNo.39.Samplebalancingofthecontact datafileonthesekeydemographicvariablesandtelephoneservicewasexecutedtomatch Census/NationalHealthStatisticsReportsdata. Weightingsurveydatahelpsensurerepresentativenessofresults.
Annualhouseholdincomewasnotusedforweightingbecause13%ofrespondentseithercouldnotorwouldnotprovide theirhouseholdincome,arelativelylowratefortelephonesurveys. 14

[1]

SERVICEATTRIBUTERATINGS
SUBWAYSERVICEATTRIBUTERATINGS
Categoriesandattributeswithincategoriesaskedinrandomorder. MajorCategoryrating(gray)alwaysaskedafterattributesincategory. UnweightedBase

CustomerSatisfaction
2010
1202

2011
1200

SubwayServiceOverall SubwayService(Lineusedmostoften) OverallReliabilityofService Thepredictabilityofsubwaytraveltime Howfastthesubwaygetsyouwhereyouwanttogo Maintainingsubwaycarssotheydonotbreakdownandcausedelays OverallComfortandConvenienceofUsingtheSubway Comfortoftemperatureonsubwaycars (Rephrasedfromtemperatureonsubwaycars) Keepingsubwaytrainsfromgettingtoocrowdedduringrushhours ServiceFrequency ValuefortheMoney OverallSafetyandSecurity OverallpersonalsecurityinthesubwayBEFORE8p.m. OverallpersonalsecurityinthesubwayAFTER8p.m. Safetyfrommechanicalaccidents OverallInformationandCommunications Usefulnessofannouncementsontrainsduringplannedservicechanges Clarityofannouncementsonsubwaytrains Knowinghowlongyouhavetowaitforthenexttraintoarrive1 Usefulnessofannouncementsontrainsduringunplanneddelays Usefulnessofannouncementsontrainsduringnormalservice OverallCleanlinessofSubwayCars Havingnolitterinsubwaycars1 Keepingfloorsandseatsclean1 Keepingsubwaycarwindowscleanwithnoscratchiti1 Keepinggraffitioffsubwaycarwalls1 CourtesyandHelpfulnessofSubwayConductors
1

71 77 76 74 83 81 78 79 44 72 64 77 80 65 85 63 56 65 67 68 71 76 77

74 78 82 77 81 80 84 84 46 79 67 83 86 72 89 73 69 64 68 67 74 75 67 68 77 82 80

+3 +1 +6 +3 2 1 +6 +5 +2 +5 +3 +6 +6 +7 +4 +10 +8 +3 +7 +7 +6 +6 +3

Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010 (theCustomerPrioritiesSurvey).ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveyto numbersinthe CustomerPrioritiessurvey.Therefore,the2011numberwillbethebaselineforfutureCitywideSurveycomparisons.

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STATIONATTRIBUTERATINGS
Categoriesandattributeswithincategoriesaskedinrandomorder. MajorCategoryrating(gray)alwaysaskedafterattributesincategory.
UnweightedBase

CustomerSatisfaction 2010 2011

1202 1200

OverallStationEnvironment Homestations Work/schoolstations MaintenanceandRepairofStation Conditionofwallsandceilings Conditionofstairsandhandrails Stationlighting WorkingconditionofMetroCardvendingmachines1 WorkingconditionofMetroCardswipereadersatturnstiles StationCleanliness Keepingstationcleanfromdirtandgrime1 Keepingstationlitterfree1 Keepinggraffitioffwalls,signs,etc. 1 AvailabilityofInformationinStation Havinglargesubwaymapsavailablethroughoutthestation1 Informationinstationaboutplannedservicechanges Clarityofannouncementsonstationplatforms Informationinstationaboutunscheduleddelays Signsdirectingyoutoexitsandtransferlocations KeepingPlatformsfromGettingTooCrowdedduringRushHours PersonalSecurityinStation YoursenseofpersonalsecurityinthestationAFTER8p.m. YoursenseofpersonalsecurityinthestationBEFORE8p.m. OtherStationRatings: Countdownclocks(Base:765customerswhoeverusedone) Courtesy&helpfulnessofstationagents(Base:279past30dayusers) Escalators(Base:581past30dayusers) Elevators(Base:257past30dayusers)

71 77 74 68 72 81 64 67 69 59 56 82 65 76 95

78 79 80 75 64 77 85 81 80 72 67 73 78 77 75 76 67 64 85 70 82 72 88 96 81 75 73

1 Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010(theCustomer

PrioritiesSurvey).ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveytonumbersintheCustomerPrioritiessurvey.Therefore,the 2011numberwillbethebaselineforfutureCitywideSurveycomparisons.

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