Customer Service & Communication

The Fast Forward Plan will require our customers' patience as we work to improve the system. Every step we take will be guided by a focus on the people we serve and a renewed commitment to helping them navigate a complicated multi-modal transportation landscape with new and more accurate tools. We pledge to go above and beyond to communicate and constantly look for ways to improve our service.

Customer commitments

  • Provide regular updates on system improvements and timebound commitments.
  • Report customer satisfaction scores on bus, subway and paratransit service by the end of 2018.

New information screens

  • Install customer information screens at 50 subway stations and on 1,000 buses in 2018.
  • Install in all stations and on 3,000 additional subway cars in the following 5 years.

Customer service improvements

  • Deploy new website and app.
  • Reduce MetroCard refund processing time by 50% in 2018.
  • Reduce call center hold times by 25% in 2018.

Better facilities

  • Improve restroom availability and servicing, starting with immediate improvements at 5 key station complexes.
  • 25 locations completed by end 2019.

Listen, commit, and follow through

Why? Because our customers should be at the heart of every decision we make, and they should see concrete improvements that directly address their needs. 

  • Regularly deliver improvements that benefit our customers and publish a quarterly Customer Commitment report that tracks delivery of near-term initiatives.
  • Measure customer satisfaction with quarterly surveys, providing a valuable feedback loop to help prioritize initiatives. 
  • Build the Strategy and Customer Experience division to serve as a central resource for collecting and taking action on customer feedback, ensuring the interest of our riders is always considered, and developing innovative customer wayfinding tools. 




Provide a shared foundation for employees

Why? Because the responsibility for customer focus doesn’t just sit with our front line employees — it’s the responsibility of every single person at New York City Transit. 

  • Increase the use of customer service skill assessments in the hiring and onboarding of customer-facing employees in collaboration with our union partners.
  • Revamp training to increase focus on customer service

  • Ensure performance criteria include an emphasis on communication and conflict resolution.




Improve engagement with customers and communities

Why? Because when we communicate clearly, openly, and quickly about anything that might affect our customers, they can get where they need to go more easily. 

  • Launch a new mobile-friendly website and app, which gives our customers better access to real-time information about all MTA services.
  • Substantially increase the use of real-time information screens outside stations, in stations, on trains, at bus stops, and on buses, including rolling out new digital screens in all subway stations and on the majority of buses and subway cars in the next 5 years. We will also work with the NYC Department of Transportation to install real-time “next bus” signs at 150 more stops by the end of 2018. 

  • Continue to improve the accessibility, quality, accuracy, and consistency of real-time information by focusing on the end-to-end customer journey, improving technology, reviewing placement of signage, and integrating processes and systems, including countdown clocks.

  • Improve stakeholder engagement surrounding closures including early and frequent consultation, clear communication of reasons for closures, regular updates on progress, and accessible information about alternate service.

  • Strengthen checks on performance of public address systems in stations, on subway cars, and on buses to ensure announcements are clear.

  • Speed up the replacement process for reduced fare MetroCards. 

  • Modernize and upgrade our lost and found facilities