While the LIRR and Metro-North surveys are identical, the two railroads ask similar questions in 65 of the 77 categories. LIRR passenger satisfaction in 2018 was almost universally lower than it was on Metro-North. Metro-North's overall satisfaction mark in 2018 was 86%, 10% higher than LIRR. Out of the 65 comparable categories, the LIRR scores an average of 7% lower. There are just five questions out of the 65 where the LIRR scores higher than its sibling railroad" personal security and sound quality of audio announcements at stations, and communication at boarding station, during planned service disruptions, and via Facebook/Twitter. Of all of these, the LIRR scores at best 2% better than MNR.
The LIRR scores significantly lower than Metro-North when it comes to satisfaction with restroom cleanliness. Satisfaction with onboard restrooms was 25% lower on LIRR. LIRR Station maintenance received scores 15% lower than Metro-North, and the quality of weekday off-peak service scored 13% lower. Satisfaction with value for money for using the railroad was 12% lower on LIRR when compared to Metro-North. The LIRR scored 10% lower or worse when compared to MNR in 21 different categories.
The table below compares the 2018 customer satisfaction survey results for the LIRR and Metro-North in categories where the questions were the same or similarly worded (for Metro-North, "destination station" = NY-Grand Central). The number corresponds to the question number on the LIRR survey.
| Metric | LIRR 2018 | MNR 2018 | LIRR vs MNR |
|---|---|---|---|
1. Railroad overall
|
76%
|
86%
|
-10%
|
Home Boarding Station
| |||
2. Your boarding station overall
|
82%
|
88%
|
-6%
|
3. Personal security
|
82%
|
81%
|
+1%
|
4. Cleanliness inside the station building (excluding restrooms)
|
72%
|
83%
|
-11%
|
5. Maintenance of station
|
76%
|
91%
|
-15%
|
6. Station signage
|
85%
|
89%
|
-4%
|
7. Sound quality of audio announcements
|
78%
|
76%
|
+2%
|
10. Availability of parking on weekdays
|
56%
|
66%
|
-10%
|
11. Security of your car while parked at the station
|
79%
|
88%
|
-9%
|
12. Cleanliness of platforms and outdoor shelters
|
78%
|
86%
|
-8%
|
13. Cleanliness of the track area around the station
|
79%
|
81%
|
-2%
|
Your Train (AM & PM)
| |||
14. LIRR train service overall
|
75%
|
84%
|
-9%
|
15. On-time performance
|
71%
|
73%
|
-2%
|
16. Availability of seats
|
68%
|
71%
|
-3%
|
17. Condition of seats
|
73%
|
85%
|
-12%
|
18. Train interior maintenance - lights, floors, windows, etc. (excluding seats)
|
77%
|
91%
|
-14%
|
19. The temperature on the train
|
84%
|
89%
|
-5%
|
20. Personal security
|
85%
|
94%
|
-9%
|
21. Cleanliness of train's interior (excluding restrooms)
|
75%
|
85%
|
-10%
|
22. Safety from train accidents
|
89%
|
95%
|
-6%
|
23. Value for the money using the railroad
|
58%
|
70%
|
-12%
|
24. Sound quality of audio announcements
|
72%
|
78%
|
-6%
|
Courtesy and Responsiveness of Our Employees
| |||
26. The overall courtesy and responsiveness of our employees
|
89%
|
94%
|
-5%
|
27. Conductors
|
91%
|
95%
|
-4%
|
28. Ticket Sellers
|
88%
|
93%
|
-5%
|
29. Customer Service Ambassadors (NYG ushers for MNR)
|
87%
|
91%
|
-4%
|
30. Information booth and customer service office
|
87%
|
91%
|
-4%
|
32. Customer service call center representatives
|
79%
|
84%
|
-5%
|
33. MTA Police
|
84%
|
94%
|
-10%
|
34. Professional appearance of conductors
|
91%
|
96%
|
-5%
|
Train Scheduling
| |||
35. Overall schedule of trains
|
71%
|
83%
|
-12%
|
36. The weekday AM and PM peak schedule to and from your station
|
71%
|
83%
|
-12%
|
37. The weekday off-peak schedule to and from your station (including late night train service)
|
68%
|
81%
|
-13%
|
38. The weekend schedule to and from your station
|
69%
|
80%
|
-11%
|
Overall Communication
| |||
39. Overall communication to you
|
75%
|
83%
|
-8%
|
40. Overall communications during normal service conditions
|
80%
|
89%
|
-9%
|
41. Overall communications during unplanned service disruptions
|
64%
|
62%
|
+2%
|
42. Overall communications during planned service disruptions (track work, etc.)
|
73%
|
73%
|
0%
|
43. At your boarding station
|
83%
|
82%
|
+1%
|
44. On board your trains
|
83%
|
85%
|
-2%
|
45. At your destination station (NYG for Metro-North)
|
84%
|
86%
|
-2%
|
46. At our website (www.mta.info/lirr)
|
81%
|
82%
|
-1%
|
48. Via our e-mail alerts (if you subscribe)
|
80%
|
83%
|
-3%
|
49. Via our social media sites (Facebook/Twitter)
|
79%
|
78%
|
+1%
|
50. Through the Train Time Mobile App. (if used)
|
82%
|
83%
|
-1%
|
51. With the Automated Phone System (Schedules, Fares, etc.)
|
76%
|
83%
|
-7%
|
Communication (During Unplanned Service Disruptions)
| |||
52. At your boarding station
|
65%
|
69%
|
-4%
|
53. On board your trains
|
67%
|
73%
|
-6%
|
54. At your destination station (NYG for Metro-North)
|
68%
|
70%
|
-2%
|
55. At our website (www.mta.info/lirr)
|
69%
|
71%
|
-2%
|
56. Through the "service status" box on web
|
68%
|
72%
|
-4%
|
57. Via our e-mail alerts (if you subscribe)
|
69%
|
75%
|
-6%
|
58. Via our social media sites (Facebook/Twitter)
|
69%
|
72%
|
-3%
|
59. Through the TrainTime Mobile App. (if used)
|
71%
|
72%
|
-1%
|
60. With the Automated Phone System (Schedules, Fares, etc.)
|
67%
|
75%
|
-8%
|
Destination Station (NY-Grand Central for Metro-North)
| |||
61. LIRR destination station overall (NYG for Metro-North)
|
76%
|
94%
|
-18%
|
62. Cleanliness of destination station/waiting room (excluding restrooms)
|
70%
|
90%
|
-20%
|
63. Personal security
|
77%
|
93%
|
-16%
|
66. Presence of MTA Police
|
82%
|
95%
|
-13%
|
67. Sound quality of audio announcements
|
77%
|
82%
|
-5%
|
Restroom Facilities
| |||
72. On Board - Cleanliness of restroom
|
39%
|
64%
|
-25%
|
74. Destination Station (NYG for MNR) - Cleanliness of restroom
|
42%
|
63%
|
-21%
|
75. Destination Station (NYG for MNR) - Physical condition of restroom
|
45%
|
64%
|
-19%
|
Miscellaneous
| |||
76. Quiet commute car program
|
76%
|
86%
|
-10%
|
77. Mobile tickets
|
92%
|
93%
|
-1%
|
I find Metro-North's service levels to be overall much better, especially during the off-peak periods (the railroads operate a similar number of total trains, but Metro-North's concentration on three main lines means service can be a bit more efficient...nevertheless, LIRR needs to do better, particularly with splitting long, slow locals into an express for people travelling from further out and a local serving inner stations). But...the scourge of schedule padding has really taken over at Metro-North, with trains becoming considerably slower in recent years, while the LIRR has more or less avoided tampering with running times. I find the quality of Metro-North's stations overall (not just NY-Grand Central) to be better, and have seen far fewer complaints about cleanliness both onboard trains and at stations.
I find LIRR's communication to be significantly better, especially at stations. There is still major room for improvement, but I think Metro-North is particularly far behind in this area, so I was surprised to see them receive higher marks in those categories.
Either way, both railroads still fall very far short when compared to peer systems in Europe, which have seen significant modernizations over the last few decades, while both LIRR and Metro-North have more or less stayed the same. But hopefully officials are using the customer satisfaction survey figures to see what areas the railroads could learn from each other to improve.
