Overall Bus Customer Satisfaction Reaches Two-Year High with 10-Plus Point Increases in Four Boroughs
Metro-North Remains Highest-Rated Agency
Satisfaction with Transfer Experience Drives Significant Increases at LIRR
The Metropolitan Transportation Authority (MTA) today announced the results of the Spring 2025 Customers Count Survey, which received responses from 89,792 customers over a two-week period in late April through early May. The results showed the highest level of overall subway satisfaction since the online survey began in Spring 2022, along with increased overall satisfaction for bus, Long Island Rail Road and Metro-North riders.
“Nearly 90,000 customers took the time to tell us about every aspect of their transit experience, from on-time performance to cleanliness at their home station,” said MTA Chief Customer Officer Shanifah Rieara. “Our team will use these results to understand where we can improve the customer journey on subways, buses and commuter rails.”
"The MTA used results from last year’s survey to focus attention on safety, reliability and system cleanliness, and that is showing in increases across all modes of transit,” said MTA Chief of Strategic Initiatives Jon Kaufman. “The way we approach and utilize surveys continues to expand, we realize the value of regularly listening closely to customers and tackling their concerns.”
New York City Transit Subways and Buses
More than half of subway customers, 57%, are satisfied with the subway overall, up from 49% in Fall 2024. This marks the highest level of overall subway satisfaction since the inception of this survey in Spring 2022. The overall increase in satisfaction is driven by gains in service reliability, up six points to 60% and waiting time, up five points to 57%. Customers continue to feel safe in the system, with 57% feeling safe on trains, up one point from Fall 2024, 54% in stations, up three points, and 48% on subway platforms, up two points.
Overall Local, Limited and Select Bus customer satisfaction is 64%, up from 53% in Fall 2024 and exceeding 60% for the first time since Spring 2023. Select Bus Service (SBS) satisfaction is 68%, up from 59% in Fall 2024. Satisfaction increased 10-plus points in four of the five boroughs; Staten Island at 55%, up 11 points, the Bronx at 60%, up 13 points, Brooklyn at 61%, up 11 points, and Queens at 68%, up 12 points. Manhattan customers remain the most satisfied at 72%, up 7 points. There were significant gains in all important service-related attributes, including waiting times, travel times, service reliability and crowding. Over the past six months, 48% of customers say they or someone they know saw a fare inspector or NYPD enforcing payment.
“We’re increasing service and improving reliability on subways and buses, and it’s paying off with some of the highest customer satisfaction we’ve ever seen,” said NYC Transit President Demetrius Crichlow. “And the presence of MTA employees and police officers across the system is making a difference in customer’s perception of safety and our fight against fare evasion.”
Access-A-Ride
In Spring 2025 Access-A-Ride shifted to a separate, stand-alone monthly survey that allows customers to provide feedback about their experience over the past month, and also about their most recent trip.
In June 2025, overall Access-A-Ride satisfaction was 78%, on-par with May and and April. When asked to rate their last trip, satisfaction in June was 84%, also consistent with May at 85% and April at 86%. When asked about their most recent trip in June, eight in ten customers were satisfied with on-time pick up at 80%, on-time drop off at 80%, travel time at 81% and driver courtesy at 85%. Satisfaction remains high whether a customer’s last trip was with a broker service at 84%, or dedicated AAR vehicle at 83%.
Long Island Rail Road
In Spring 2025, overall satisfaction reached 81%, a five-point increase from Fall 2024. Focusing on on-time performance through Jamaica and improving the transfer experience are prime factors in the jump. All key attributes saw increases, including peak and off-peak service frequency, on-time performance and service reliability, which is up five points to 87%.
Overall, Spring 2025 customer satisfaction with stations is at 86% and satisfaction with Penn Station is at 82%. Safety attributes also saw increases, with safety from crime or harassment on board up three points to 89% and safety from crime or harassment in stations up two points to 81%.
“The LIRR works tirelessly to improve the customer experience, and this survey proves that our efforts are making a difference with significantly higher customer satisfaction,” said Long Island Rail Road President Rob Free. “Our service is consistently safe, clean, and reliable so customers can enjoy taking the LIRR to work, school, or anything Long Island has to offer.”
Metro-North Railroad
Metro-North continues to be the highest-rated agency with an overall customer satisfaction rating of 89%, up from 85% in Fall 2024, with increases across all lines. The Hudson line was the highest performing, with satisfaction increasing four points to 90%. The Harlem line improved to 89%, up four points, and the New Haven line increased five points to 89%.
Key drivers in increased satisfaction include peak and off-peak service frequency and seat availability.
“Metro-North saw record on-time performance in the first half of 2025, and our customers are responding” said Metro-North Railroad President Justin Vonashek. “Their satisfaction with our safe and reliable service is a testament to the hard work and commitment of every Metro-North employee, ensuring customers have the best experience possible.”