Customers Give Metro-North High Satisfaction Rate

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Metro-North customers gave the railroad a 93 percent overall satisfaction rating in its annual survey, officials announced Monday. Photo Credit: Phil Corso

WESTCHESTER COUNTY, N.Y. – Metro-North customers gave the railroad a 93 percent overall satisfaction rating in its annual survey, tying the highest level the railroad ever received, the railroad announced Monday.

Railroad officials said the satisfaction rating represents a return to the 2010 performance, following an 89 percent satisfaction rating in 2011, which officials blamed on severe winter weather.

“We are gratified that the 2011 drop in satisfaction has been reversed,” said Metro-North President Howard Permut. “What is especially gratifying is the high percentage of customers who are very satisfied with our service. It is up to 40 percent in 2012, even better than 2010.”

Overall satisfaction on the Hudson Line was 96 percent, on the Harlem Line 97 percent, and on the New Haven Line 88 percent, each rebounding to 2010’s levels.

Officials called reverse peak market results disappointing, as customers rated satisfaction improvements but they did not increase to 2010 levels. Metro-North officials said they plan to conduct research on why this occurred.

The surveys were conducted in June 2012 and covered the East of Hudson market, the Reverse Peak market and the West of Hudson market.

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