Subway riders feel safer after interacting with MTA agents: survey
MANHATTAN, N.Y. (PIX11) — A year has passed since the MTA announced that subway station agents would take on a more active role — and passengers are noticing.
During their shifts, subway station agents assist riders with fare machines and provide guidance on navigating their respective stations, according to the MTA.
MTA recognizes transit workers for outstanding customer service
During the fall of 2023, the MTA carried out a Customer Count survey, which was completed by 108,000 riders. The results of the survey indicated that riders who interacted with subway station agents outside of booths had higher levels of customer satisfaction.
Moreover, customers who expressed satisfaction with their interactions with station agents reported they were more likely to feel safe on platforms.
Additionally, the MTA announced the number of commendations given to station agents for positive customer feedback increased significantly from March 2023 to February 2024, with NYC Transit awarding 208 commendations compared to 33 commendations from March 2022 to February 2023.
Ben Mitchell is a digital content producer from Vermont who has covered both local and international news since 2021. He joined PIX11 in 2024. See more of his work here.
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