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

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Subway Service Satisfaction Trend 2010-2012
78% 78% 77% 75% 74%

71%

70%

67%

64%
2012 2011 2010

Overall Subway Service Overall Subway Service Overall Value for the on Line Used Most Money Using the 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
How fast subway Overall Reliability Maintaining Predictability of gets you where of Service subway cars so subway travel you want to go they don't cause time delays Service Frequency

Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 3

Overall Comfort and Convenience
83% 84% 78% 82% 84% 79%

2012 2011 2010

45% 46% 44%
Overall Comfort and Convenience Keeping subway trains from getting too crowded/rush hours
New York City Transit

Comfort of temperature on subway cars

4

Overall Information and Communications
79% 73% 63% 67% 64% 56% 75% 69% 64%
2012 2011 2010

Overall Information and Clarity of announcements Usefulness of Communications about on subway trains announcements during Subway Service planned service changes Boxed number indicates statistical increase in 2012 vs. 2011 Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 5

Overall Safety and Security In Subway
82% 83% 89% 89% 77% 85% 86% 86% 80% 67% 72% 65%

2012 2011 2010

Overall Safety and Security

Safety from mechancial accidents

Personal Security Personal Security before 8 p.m. after 8 p.m.

New York City Transit

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Subway Car Cleanliness
75% 75% 68%

2012

2011

2010

New York City Transit

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Overall Courtesy and Helpfulness of Subway Conductors
83% 80% 77%

2012

2011

2010

New York City Transit

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Overall Satisfaction With Stations
81% 79% 82% 77% 80% 74% 77% 78% 71%
2012 2011 2010

Station Use Most Often Near Home

Station Use Most Near Work/School

Overall Station Environment

Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 9

Station Maintenance and Repair
88% 80% 75% 68% 82% 77% 72% 67% 64%
2012 2011 2010

85%

81%

NA
Overall Maintenance Condition of stairs and and Repair of Station handrails Station lighting Condition of walls and ceilings

Boxed number indicates statistical increase in 2012 vs. 2011 Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 10

Overall Station Cleanliness

72%

72% 64%

2012

2011

2010

Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 11

Overall Availability of Information in Station
80% 77% 67%

2012

2011

2010

Underlined number indicates statistical increase in 2012 vs. 2010
New York City Transit 12

Escalators and Elevators
82% 75% 76% 73%
2012 2011

Subway Escalators

Subway Elevators

Boxed number indicates statistical increase in 2012 vs. 2011 Attributes not Rated in 2010
New York City Transit 13

Overall Personal Security in Stations
82% 82% 76% 69% 85% 88%

72%
2012 2011 2010

NA
Overall Personal Security in Station Your sense of personal security before 8 p.m.

NA
Your sense of personal security after 8 p.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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TOTAL SATISFIED 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

OVERALL SUBWAY SERVICE OVERALL SUBWAY SERVICE ON LINE USE MOST SERVICE FREQUENCY OVERALL RELIABILITY OF SERVICE The predictability of subway travel time Maintaining subway cars so they do not break down and cause delays How fast the subway gets you where you want to go OVERALL SAFETY AND SECURITY Safety from mechanical accidents Overall personal security in the subway BEFORE 8 p.m. Overall personal security in the subway AFTER 8 p.m. OVERALL INFORMATION AND COMMUNICATIONS ABOUT SUBWAY SERVICE Knowing how long you have to wait for the next train to arrive Clarity of announcements on subway trains Usefulness of announcements on trains during normal service Usefulness of announcements on trains during unplanned delays Usefulness of announcements on trains during planned service changes

% 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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TOTAL SATISFIED 2010
1082 %

2012 Very Satisfied
%

2011
1009 %

2012
1018 %

Satisfied
%

OVERALL COMFORT AND CONVENIENCE OF USING THE SUBWAY Keeping subway trains from getting too crowded during rush hours Comfort of temperature on subway cars OVERALL CLEANLINESS OF SUBWAY CARS Keeping floors and seats clean Keeping subway car windows clean with no scratchiti Having no litter in subway cars Keeping graffiti off subway car walls OVERALL COURTESY AND HELPFULNESS OF SUBWAY CONDUCTORS OVERALL VALUE FOR THE MONEY USING THE SUBWAY

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

Boxed numbers in 2012 column are statistically greater than corresponding number for 2011.  Boxed numbers in 2011 column are statistically greater than  corresponding number for 2012.  Underlined numbers in 2011 column are statistically greater than corresponding number for 2010.  Underlined numbers in  2012 column are statistically greater than corresponding number for 2010 when no statistical increase recorded from 2010 to 2011.

New York City Transit

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Order of Sets Randomized. Overall Station Environment Always Asked Last. STATION USE MOST OFTEN NEAR HOME STATION USE MOST OFTEN NEAR WORK/SCHOOL OVERALL STATION ENVIRONMENT OVERALL STATION CLEANLINESS Keeping station litter free Keeping station clean from dirt and grime Keeping graffiti off walls, signs, etc. OVERALL MAINTENANCE AND REPAIR OF STATION Condition of stairs and handrails Station lighting Working condition of MetroCard vending machines Working condition of MetroCard swipe readers at turnstiles Condition of walls and ceilings

TOTAL SATISFIED 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 %

TOTAL SATISFIED 2011 2012
1006 % 1007 %

2012` Very  Satisfied Satisfied
% %

OVERALL AVAILABILITY OF INFORMATION IN STATION Signs directing you to exits and transfer locations Clarity of announcements on station platforms Information in station about unscheduled delays Having large subway maps available throughout the station Information in station about planned service changes OVERALL PERSONAL SECURITY IN STATION Your sense of personal security in the station BEFORE 8 p.m. Your sense of personal security in the station AFTER 8 p.m. KEEPING STATION PLATFORMS FROM GETTING TOO CROWDED  DURING RUSH HOURS Countdown clocks Escalators in subway Elevators in subway Courtesy and helpfulness of station agents

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

New York City Transit

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