Op-ed | Improving New York City Transit with your help
Access-A-Ride customers saw across-the-board improvements in their service throughout 2022. By optimizing schedules, service delivery improved in December, and the driver vacancy rate fell from 24% to 5.4%. As a result, overall satisfaction with our paratransit service jumped 12 points from June to 74%, with the greatest gains coming in Frequency of No-Shows and Driver Helpfulness.
Overall experience ratings from subway customers are similarly trending upward, notching a seven-point increase in December compared to June. The month’s overall satisfaction score rose to 59%, driven by increased ratings of Cleanliness On Board, which shot up by 10 points. Hopefully it will continue to skyrocket this year as we hire hundreds of new cleaners and implement new cleaning protocols.
And, in the next few weeks you’ll see our Station Agents coming out of the token booths to provide direct customer service in our stations. The December survey also showed us that there’s room for improvement on Bus service. Customers continue to share that reduced wait times are the number one factor that would improve satisfaction and encourage more frequent use, along with faster service, and I’m happy to say we made some gains this year on bus speeds. Overall, customers saw systemwide, maintained speeds two percent above 2019 throughout the year, with priority corridors showing an average improvement of 14%.
We welcome the opportunities and the challenges that the new year brings. Our North Star goal is clear: seven out of 10 customers satisfied, up from six today. It’s an ambitious target but my faith in our Transit team is limitless. 2023 is going to be our best year yet.
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