HARTFORD, Conn. (CBSNewYork) — Metro-North customers have grown less satisfied with the commuter railroad, according to a new survey.
Metro-North’s 2014 Customer Satisfaction Survey shows satisfaction dropped overall by 20 points, to 73 percent, compared to a year earlier.
WEB EXTRA: Read The Full Survey
Commuters’ biggest complaint focused on late trains, WCBS 880 Connecticut Bureau Chief Fran Schneidau reported. Fifty-eight percent of customers said they were satisfied with on-time performance, down 28 points from 2013.
“I think commuters will put up with a lot,” commuter advocate Jim Cameron told Schneidau. “But if the time table says the train is supposed to arrive at 7:25 and it doesn’t show up until 7:40, they are justifiably upset.
“One of the problems is that they measure on-time performance by the arrival time in Grand Central, not necessarily the pick-up time at your station,” he added. “So the train may be 10 minutes late at your station, but be technically on time at Grand Central.”