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Norwalk Poll: Are You Happy With Metro-North's Train Service?

A Fairfield firefighter investigates the scene of the derailment on the Fairfield-Bridgeport border in May.
A Fairfield firefighter investigates the scene of the derailment on the Fairfield-Bridgeport border in May. Photo Credit: File Photo

FAIRFIELD COUNTY, Conn. -- Overall satisfaction remained constant for riders on Metro-North's New Haven Line despite the train collision and derailment in May near Fairfield, according to results of a survey released last week by the Metropolitan Transportation Authority.

Metro-North’s overall rating remained steady at 93 percent. But overall satisfaction on the New Haven Line was just 88 percent, remaining constant, despite the derailment that caused service interruptions and delays for more than a week just five weeks before the survey was conducted, the MTA said in a statement.

Hudson and Harlem Line customers rated service at 96 percent overall. The survey was conducted before the recent train service interruption on the New Haven Line due to a power problem in lower Westchester County, N.Y.

New Haven Line customers who ride on the newer M-8 cars were more satisfied with Metro-North than those riding older equipment on the line. Conversely, as a result of service problems after the derailment, satisfaction with on-time performance declined 7 percentage points.

In general, Metro-North recorded 5 percentage point increases in satisfaction with restrooms on trains and at Grand Central Terminal, with those riding the M-8 cars far more satisfied with restrooms than those who ride older railcars.

“We are pleased to see that our customer satisfaction remained high and that, in particular, our New Haven Line customers are pleased with their new railcars,” said Howard Permut, President of MTA Metro-North Railroad. “As more M-8s are put into service, and as we complete our ongoing track work in the Bronx, we expect that satisfaction with our service will continue to rise.”

The surveys also came in the wake of billions of dollars of infrastructure damage and large service disruptions caused by Superstorm Sandy.

Satisfaction numbers were stable across all services operated by the MTA, including Metro-North Railroad, Long Island Rail Road, New York City subways and buses and bridges and tunnels in the metropolitan New York area. Overall ratings for each MTA service either remained steady or changed within the margin of sampling error or by no more than 2 percentage points.

Agency-specific surveys were completed by more than 21,000 customers in May and June. Paper surveys were distributed on board LIRR and Metro-North trains; customers had the option of returning the survey to a staff member or by mail. The MTA uses the information learned from the survey to focus resources on areas that need improvement.

To see more results from the MTA survey, visit this website .

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