2012 Customer Satisfaction Survey Subway

Methodology
Citywide Survey conducted by telephone Random landline and cell phone samples Interviewed 1829 persons
1200 qualified for full survey: At least one subway and/or local bus trip in past 30 days Other 629 asked only demographic questions for purpose of weighting results to latest census

Survey averaged 27 minutes Margin of error: 3.8 percentage points

New York City Transit

Subway Service Satisfaction Trend 2010-2012

78% 78% 77% 75% 74%

71%

70%

67%

64%
2012 2011 2010

OverallSubwayService OverallSubwayService OverallValueforthe onLineUsedMost MoneyUsingthe Subway

New York City Transit 2

Customer Satisfaction with Basic Train Service Quality

86% 81% 83% 84% 83% 82% 80% 76% 81% 79% 79% 77% 74% 72%
2012 2011 2010

NA
Howfastsubway OverallReliability Maintaining Predictabilityof getsyouwhere ofService subwaycarsso subwaytravel youwanttogo theydon'tcause time delays Service Frequency

Underlinednumberindicatesstatisticalincreasein2012vs.2010
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Overall Comfort and Convenience

83% 84% 78% 82% 84% 79%

2012 2011 2010

45% 46% 44%

OverallComfortand Convenience Keepingsubwaytrains fromgettingtoo crowded/rushhours
New York City Transit

Comfortoftemperature onsubwaycars

Overall Information and Communications

79% 73% 63% 67% 64% 56% 75% 69% 64%
2012 2011 2010

OverallInformationand Clarityofannouncements Usefulnessof Communicationsabout onsubwaytrains announcementsduring SubwayService plannedservicechanges Boxednumberindicatesstatisticalincreasein2012vs.2011 Underlinednumberindicatesstatisticalincreasein2012vs.2010
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Overall Safety and Security In Subway

82% 83% 89% 89% 77% 85% 86% 86% 80% 67% 72% 65%

2012 2011 2010

OverallSafetyand Security

Safetyfrom mechancial accidents

PersonalSecurity PersonalSecurity before8p.m. after8p.m.

New York City Transit

Subway Car Cleanliness

75% 75% 68%

2012

2011

2010

New York City Transit

Overall Courtesy and Helpfulness of Subway Conductors

83% 80% 77%

2012

2011

2010

New York City Transit

Overall Satisfaction With Stations

81% 79% 82% 77% 80% 74% 77% 78% 71%
2012 2011 2010

StationUseMostOftenNear Home

StationUseMostNear Work/School

OverallStationEnvironment

Underlinednumberindicatesstatisticalincreasein2012vs.2010
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Station Maintenance and Repair

88% 80% 75% 68% 82% 77% 72% 67% 64%
2012 2011 2010

85%

81%

NA
OverallMaintenance Conditionofstairsand andRepairofStation handrails Stationlighting Conditionofwallsand ceilings

Boxednumberindicatesstatisticalincreasein2012vs.2011 Underlinednumberindicatesstatisticalincreasein2012vs.2010
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Overall Station Cleanliness

72%

72% 64%

2012

2011

2010

Underlinednumberindicatesstatisticalincreasein2012vs.2010
New York City Transit 11

Overall Availability of Information in Station

80% 77% 67%

2012

2011

2010

Underlinednumberindicatesstatisticalincreasein2012vs.2010
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Escalators and Elevators

82% 75% 76% 73%
2012 2011

SubwayEscalators

SubwayElevators

Boxednumberindicatesstatisticalincreasein2012vs.2011 AttributesnotRatedin2010
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Overall Personal Security in Stations

82% 82% 76% 69% 85% 88%

72%
2012 2011 2010

NA
OverallPersonalSecurity inStation Yoursenseofpersonal securitybefore8p.m.

NA
Yoursenseofpersonal securityafter8p.m.

New York City Transit

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Keeping Station Platforms from Getting too Crowded during Rush Hours

71%

70% 65%
2012 2011 2010

2012

2011

2010

New York City Transit

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TOTALSATISFIED 2010 2011 2012

1082 1009 1018

2012 Very Satisfied % 16 20 20 23 21 23 27 18 33 28 14 20 31 21 24 21 23 Satisfied % 59 58 59 61 59 60 59 64 56 58 53 58 41 46 52 46 52

OVERALLSUBWAYSERVICE OVERALLSUBWAYSERVICEONLINEUSEMOST SERVICEFREQUENCY OVERALLRELIABILITYOFSERVICE Thepredictabilityofsubwaytraveltime Maintainingsubwaycarssotheydonotbreakdownandcausedelays Howfastthesubwaygetsyouwhereyouwanttogo OVERALLSAFETYANDSECURITY Safetyfrommechanicalaccidents OverallpersonalsecurityinthesubwayBEFORE8p.m. OverallpersonalsecurityinthesubwayAFTER8p.m. OVERALLINFORMATIONANDCOMMUNICATIONSABOUTSUBWAYSERVICE Knowinghowlongyouhavetowaitforthenexttraintoarrive Clarityofannouncementsonsubwaytrains Usefulnessofannouncementsontrainsduringnormalservice Usefulnessofannouncementsontrainsduringunplanneddelays Usefulnessofannouncementsontrainsduringplannedservicechanges

% 71 77 72 76 74 NA 83 77 85 80 65 63 NA 56 67 64 NA

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

% 75 78 79 84 81 83 86 82 89 86 67 79 72 67 76 67 75

New York City Transit

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TOTALSATISFIED 2010
1082 %

2012 Very Satisfied

%

2011
1009 %

2012
1018 %

Satisfied
%

OVERALLCOMFORTANDCONVENIENCEOFUSINGTHESUBWAY Keepingsubwaytrainsfromgettingtoocrowdedduringrushhours Comfortoftemperatureonsubwaycars OVERALLCLEANLINESSOFSUBWAYCARS Keepingfloorsandseatsclean Keepingsubwaycarwindowscleanwithnoscratchiti Havingnolitterinsubwaycars Keepinggraffitioffsubwaycarwalls OVERALLCOURTESYANDHELPFULNESSOFSUBWAYCONDUCTORS OVERALLVALUEFORTHEMONEYUSINGTHESUBWAY

78 44 79 68 NA NA NA NA 77 64

84 46 84 75 68 77 67 82 80 67

83 45 82 75 71 74 69 82 83 70

21 6 27 20 19 23 16 30 27 23

62 39 55 55 51 50 53 52 56 47

Boxednumbersin2012columnarestatisticallygreaterthancorrespondingnumberfor2011.Boxednumbersin2011columnarestatisticallygreaterthan correspondingnumberfor2012.Underlinednumbersin2011columnarestatisticallygreaterthancorrespondingnumberfor2010. Underlinednumbersin 2012columnarestatisticallygreaterthancorrespondingnumberfor2010whennostatisticalincreaserecordedfrom2010to2011.

New York City Transit

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OrderofSetsRandomized. OverallStationEnvironmentAlwaysAskedLast. STATIONUSEMOSTOFTENNEARHOME STATIONUSEMOSTOFTENNEARWORK/SCHOOL OVERALLSTATIONENVIRONMENT OVERALLSTATIONCLEANLINESS Keepingstationlitterfree Keepingstationcleanfromdirtandgrime Keepinggraffitioffwalls,signs,etc. OVERALLMAINTENANCEANDREPAIROFSTATION Conditionofstairsandhandrails Stationlighting WorkingconditionofMetroCardvendingmachines WorkingconditionofMetroCardswipereadersatturnstiles Conditionofwallsandceilings

TOTALSATISFIED 2010 2011 2012

1048 % 1006 % 1007 %

2012 Very Satisfied

%

Satisfied
%

77 74 71 64 NA NA NA 68 72 81 NA NA NA

79 80 78 72 73 67 78 75 77 85 81 80 64

81 82 77 72 75 67 82 80 82 88 82 83 67

25 20 17 21 21 18 27 20 27 30 29 29 17

56 61 60 52 54 49 55 60 55 58 53 54 50

New York City Transit

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2010
1048 %

TOTALSATISFIED 2011 2012

1006 % 1007 %

2012` Very Satisfied Satisfied

% %

OVERALLAVAILABILITYOFINFORMATIONINSTATION Signsdirectingyoutoexitsandtransferlocations Clarityofannouncementsonstationplatforms Informationinstationaboutunscheduleddelays Havinglargesubwaymapsavailablethroughoutthestation Informationinstationaboutplannedservicechanges OVERALLPERSONALSECURITYINSTATION YoursenseofpersonalsecurityinthestationBEFORE8p.m. YoursenseofpersonalsecurityinthestationAFTER8p.m. KEEPINGSTATIONPLATFORMSFROMGETTINGTOOCROWDED DURINGRUSHHOURS Countdownclocks Escalatorsinsubway Elevatorsinsubway Courtesyandhelpfulnessofstationagents

67 82 59 56 NA 69 76 NA NA 65 95 NA NA NA

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

80 87 71 67 77 78 82 85 69 71 96 82 76 85

22 30 23 17 27 22 20 29 17 17 67 30 24 37

58 57 48 50 49 55 61 56 53 53 29 52 52 48

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