NYC Subway Satisfaction Hits Record 72%
NYC subway satisfaction reaches 72%, up 15 points from 2020 pandemic low
MTA Subway Satisfaction Hits Record 72%
New York City subway riders gave the MTA its highest satisfaction rating ever in Spring 2025, with 72% of customers expressing approval. Janno Lieber, MTA Chair and CEO, said the record-breaking numbers reflect investments in modernizing the system and the workforce's dedication. The rating marks a 15 percentage point jump from the 57% low recorded in March 2020, when the pandemic began affecting service.
Survey Reflects Years of System Improvements
The MTA conducts regular customer satisfaction surveys to measure rider experience across service categories including cleanliness, safety, and reliability. Officials said the Spring 2025 results validate recent investments in station maintenance, service frequency, and safety enhancements. The survey also showed bus satisfaction reached 68%, according to the transit agency. Transit agencies typically use satisfaction surveys to identify service priorities and measure the impact of operational changes over time.
Improvements Span Multiple Service Areas
Demetrius Crichlow, Senior Vice President of Subways at New York City Transit, said teams work around the clock to deliver reliable service. The survey results showed improvements across cleanliness, safety, and on-time performance, though specific category ratings weren't detailed in the announcement. Lisa Daglian, Executive Director of the Permanent Citizens Advisory Committee to the MTA, said riders are experiencing real improvements in their daily commutes. Officials said the focus on service fundamentals is clearly resonating with customers.
Historic Milestone for Nation's Largest System
The 72% satisfaction rating represents the highest level since the MTA customer satisfaction survey program began, officials confirmed Monday. The agency didn't specify when the survey program launched or provide details about sample size and methodology. Lieber said the MTA is committed to building on this momentum with continued investments in service quality and system modernization.
What Riders Need to Know
The survey reflects feedback from subway riders across the metropolitan area, though specific ridership numbers for the survey period weren't disclosed. Officials said the positive trend demonstrates that service improvements are making a difference in daily commutes. Riders can track real-time service updates and plan trips using Moovit, which provides current information for MTA subway and bus routes throughout the New York metro area.
