Train riders were not as happy with Metro-North Railroad’s on-time performance this past June during the railroad’s annual customer survey, a result that may have been influenced by a major derailment in May on the New Haven Line.
On the three major lines – the Harlem, Hudson and New Haven – 86 percent of customers said they were satisfied or very satisfied with the on-time performance. That was a drop of five percentage points last year.
Overall, 93 percent of customers surveyed said they were happy with the service, although 73 percent said the train rides were a good value for the cost.
On the rail lines in Rockland and Orange counties – a much smaller portion of the railroad’s service – 90 percent were satisfied or very satisfied and 68 percent felt that it was a good value for the money.
The results come from questionnaires answered by customers in June. About five weeks earlier, in May, two trains on the New Haven Line collided in a derailment, injuring dozens. That incident, and a fatal accident less than two weeks later are the subjects of a probe by the National Transportation Safety Board.
Metro-North also predicted that satisfaction on the New Haven Line would rise as the railroad continues to roll out the new M-8 trains, which engendered more customer satisfaction that older rail cars.
Railroad officials will discuss the findings at its monthly meeting on Nov. 12.
Find the board materials for the meeting here. The survey begins on page 47.
If you’d like to share your thoughts about the railroad’s service, contact Ken Valenti at email@example.com or 914-696-8255.
Read more about the results over the weekend in The Journal News and on lohud.com.