MTA Launches Fall 2026 Customers Count Survey

Photo by MTA

Online Questionnaire Available Tuesday, Oct. 13 Through Sunday, Nov.1; Findings Help MTA Make Improvements Across Network 

Available in Nine Languages in Addition to a Telephone Option 

Read How Customer Feedback Informs MTA Decisionmaking 

Take the Fall 2026 Customers Count Survey Here 

The Metropolitan Transportation Authority (MTA) today announced the launch of the Fall 2026 Customers Count survey, which analyzes feedback from riders across the network to improve the overall experience by identifying priority issues on subways, buses, the Staten Island Railway, commuter rail and Access-A-Ride Paratransit. The online survey, which is available in nine languages as well as a telephone option for customers in need of assistance, opens Tuesday, Oct. 13 and will run through Sunday, Nov. 1. Results are expected in Jan. 2027. 

MTA Chief Customer Officer Shanifah Rieara met with riders at Grand Central Terminal, where she and Customer Service Ambassadors handed out leaflets with the links to the survey to subway, bus, Long Island Rail Road and Metro-North customers. There was also a takeover of the digital display screens in Grand Central Terminal showing the survey’s QR code, giving riders a direct link to the survey on their smartphone. 

The Spring 2026 Customers Count survey received more than 92,000 respondents from subway riders, 45,000 respondents from bus riders, and 1,500 Access-A-Ride customer evaluations. The Long Island Rail Road heard from more than 17,000 respondents, and Metro-North Railroad from nearly 16,000. 

Subway satisfaction hit the all-time high of 63% in the latest Spring 2026 survey – up 6 points from Spring 2025. Overall Local, Limited, and Select Bus customer satisfaction was 64%, up three points from Fall 2025. Bus customer satisfaction increased between one and three points in all important service-related attributes, including waiting times, travel times, service reliability, and crowding.  Metro-North continues to have high levels of satisfaction, with 79% of customers reporting being very satisfied or satisfied overall. The Hudson Line was the highest performing line, with satisfaction at 82%. Overall satisfaction with the Long Island Rail Road is 73%.