MTA Launches Spring 2026 Rider Survey

The Metropolitan Transportation Authority announced the launch of its Spring 2026 Customers Count survey on April 13, inviting riders across subways, buses, commuter rail and paratransit services to provide feedback on their experiences.

The survey covers customers of New York City Transit, the Long Island Rail Road, Metro-North Railroad and Access-A-Ride. The results are expected to help identify priority issues and improve understanding of rider needs across the system. More than 92,000 customers participated in the Fall 2025 survey.

The survey is available online through May 3 in nine languages, with a telephone option for riders who need assistance.

“The Customers Count Survey directly impacts how the MTA makes investments and improvements in the system,” said MTA Chief Customer Officer Shanifah Rieara. “We serve a vast and diverse region and every response strengthens our decision-making.”

Responses to the survey help guide decisions on investments and operations across the network, including issues such as cleanliness, safety and reliability at specific stations and along certain routes.

Results from the Fall 2025 survey showed increased customer satisfaction in several areas. Overall subway satisfaction reached 62%, the highest level since the survey began in 2022.

Safety perceptions also improved, with 63% of riders reporting they felt safe on trains. Gains were also recorded in wait times, delays and cleanliness, with satisfaction rising in four boroughs. The Bronx surpassed 50% satisfaction for the first time.

Bus service satisfaction also increased, reaching 61% for local routes and 76% for express service. Commuter rail satisfaction remained high, with 80% on the Long Island Rail Road and 87% on Metro-North. Access-A-Ride satisfaction held steady at 77%.

“Nothing is more important to New York City Transit than providing great service for riders and key to doing that is utilizing customer feedback gathered in the Customers Count survey,” said NYC Transit President Demetrius Crichlow. “I look forward to hearing from riders about their experiences, what aspects of the service matter most to them and what areas they need us to improve on. Only when armed with that information can we make changes to deliver the service riders want and need.”