MTA Launches Customer Survey with Exciting Incentives
The Metropolitan Transportation Authority (MTA) has rolled out its latest initiative, the “Customers Count” survey for spring 2026. This survey not only aims to gather valuable feedback from public transportation users in New York City but also offers them a chance to win attractive prizes, specifically 50 OMNY cards pre-loaded with USD 100—equivalent to 33 free trips on the metro or bus.
Survey Details and Participation
The MTA’s survey is accessible in nine languages, making it inclusive for all users of New York’s extensive transportation system, including subways, the Long Island Rail Road (LIRR), the Metro-North Railroad, and the Access-A-Ride paratransit service. Participation is open until Sunday, May 3, and users can engage through the official MTA website or by calling 844-465-7471 to set up a telephone interview.
Objectives of the Survey
The central objective of this survey is to collect comprehensive information centered on how riders utilize various transit lines. It aims to assess frequency, user satisfaction regarding cleanliness, punctuality, and safety in stations and vehicles. This data will not only inform the MTA about riders’ preferences but will also help in guiding investments and developing future improvement strategies.
Importance of Customer Feedback
New York City Transit President Demetrius Crichlow stated, “Nothing is more important than providing excellent service to users,” emphasizing the importance of leveraging user feedback collected through this survey. His excitement about the feedback process underlines the commitment of the MTA to enhance the public transportation experience based on user perspectives.
Voices from the MTA Leadership
The survey’s significance is echoed by other MTA leaders. Shanifah Rieara, the MTA Chief Customer Satisfaction Officer, noted, “We serve a vast and diverse region. Every response strengthens our decision-making.” Meanwhile, Rob Free, president of LIRR, shared the organization’s continual push for improvements to elevate customer experiences.
Justin Vonashek, President of Metro-North Railroad, mentioned ongoing efforts toward achieving high standards of punctuality, highlighting that record improvement remains a priority.
Previous Participation and Satisfaction Metrics
The MTA reported remarkable participation in the fall 2025 edition of the survey, with over 92,000 users providing feedback on their experiences across subways, buses, and commuter trains. Notably, 62% of subway passengers reported satisfaction, reflecting an increase from previous surveys. This marks the highest level of satisfaction recorded since the survey began in 2022.
Safety Perceptions and Improvements
Improvements in the perception of safety were evident, with 63% of users feeling safe on trains, attributed to operational enhancements, yielding an impressive 83.7% punctuality rate. Satisfaction levels among commuter train users were promising, with 80% expressing contentment with the Long Island Railroad and 87% with Metro-North Railway services. The bus segment recorded a satisfaction rating of 61%, while express services reached a 76% satisfaction mark.
Overall, the MTA’s “Customers Count” initiative is a testament to the agency’s dedication to not just hearing but actively responding to its riders’ needs and concerns. Participation in the survey is essential for users who wish to influence improvements in their commuting experience.