Customer satisfaction on both lines was 92 percent, up from 89 percent in 2015. The New Haven Line came in at 87 percent. Overall, Metro-North had a 90 percent satisfaction rating.
Metro-North's east of Hudson lines improved satisfaction in all time periods:
- Peak time satisfaction: 87 percent; up from 81 percent in 2015.
- Reverse peak time satisfaction: 94 percent; up from 83 percent in 2015.
- Weekday off-peak: 93 percent; up from 84 percent.
- weekend off-peak: 95 percent; up from 93 percent.
One of the key drivers to improving the overall satisfaction score was on-time performance. Metro-North had 80 percent of its trains arrive on-time in 2016, up from 74 percent the previous year.
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