Thursday, February 5, 2009

Riders Give E Train a D-

The E Train has been given a D- grade by 4,511 customers who filled out Rider Report Cards in November for line, which runs from Lower Manhattan to Jamaica.

While the D- rating was unchanged from the line’s 2007 score, the 2008 customer satisfaction index of 81 percent was three points lower than the prior year. The top three priorities for improvement were adequate room on board during rush hour, minimal delays during trips and reasonable wait times for trains. However, because the line is at full capacity, those issues will not be resolved in the near future, according to the MTA.

“The E line, like the 2, 3, 4 & 5 lines, is at full capacity. Therefore, increased ridership on the line means increased crowding,” said NYC Trains President Howard H. Roberts, Jr. in a statement. “And therefore, we’re unable to make improvements with respect to our riders’ top three priorities. However, as more of the old subway cars are replaced by new R160 cars, our customers should experience more comfortable temperatures in cars.”

Until this week, all 11 lines for which a 2008 Rider Report Card has been issued received an overall grade of C or C-. So far, report cards have been issued for the A, B, D, J/Z, L, M and 2, 3, 4, 5 and 7 train line.

The program is in its second year and gives riders a chance to voice their opinion on a host of issues regarding the lines, including security, cleanliness of cars and stations and ability to hear announcements.

Several areas scored at least 90 percent: availability of MetroCard vending machines, ease of use of subway turnstiles, signs in stations that help riders find their way, lack of graffiti in stations, lack of graffiti in cars and sense of security in stations. However, categories for adequate room on board at rush hour and comfortable temperatures in subway cars declined from a D to D- and from C- to D+, respectively.

For details on the Rider Report Card, including a complete breakdown of scores, check

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