FAIRFIELD COUNTY, Conn. — Metro-North reported huge gains in its 2016 customer satisfaction survey, including an 11 percent jump on the New Haven Line.
Do you agree with the poll results?
Yes, Metro-North has really improved
No, Metro-North has a long way to go
I don't ride Metro-North
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.
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