- UX Lead Anna Svetlov for Digital Commuter Strategy
The other day, I was approached by a stranger on the platform of the 1 train and handed a postcard for the A 1 Line Customer Satisfaction Survey. It folds out like an accordion, and offers riders a chance to rate their subway experience on things like service frequency, cleanliness of subway cars, and station environment.
Curious, I went on a search to find the results of these surveys online. I found last year's
Customer Satisfaction Survey, which offers a breadth of statistical information on customer satisfaction as well as pain points.
One of the lowest areas of satisfactions is with the usefulness and availability of information about unscheduled delays in stations and on train cars. This signals a communication issue between the MTA and riders.
How do you find out about delays to your commute? Do you have any examples of public transportations systems that effectively communicate with their riders?