Riders rated buses a 3 out of 6 (or 50%). The MTA has been collecting data from riders by text message, phone calls and online, and the data has been collected into a preliminary report. According to the MTA, the results of the information collected through the Rate Your Ride initiative will guide their improvement strategies to increase customer satisfaction along lines with the worst ratings.
The initiative collects customer feedback for all MTA services, however a majority of the ratings (76%) come from bus riders.
The number one concern for most riders (of all transit options) was timeliness. The most “unsatisfactory” comments were about vehicles being late, and the most “satisfactory” comments were about vehicles being on time. It seems that if there is one thing that could improve overall satisfaction for the MTA’s services, it is arriving at the bus stop on time.
Unfortunately, timeliness is not the only factor impeding a Satisfied (or “A”) rating for the MTA. Riders complained of unclean buses, rude and aggressive drivers, bus drivers skipping bus stops and ignoring waiting commuters, and overcrowding.
As a result of the findings of this report and other measurements the MTA has gathered, the MTA has made changes to the two lines that received the worst ratings, the #35 and the #11. The final report due out this winter will include a set of recommendations for further improvements.