Customer Satisfaction Down at Metro

Customers aren’t satisfied with Metro’s service, a complaint that’s been echoed all year among bus and rail riders.

The agency released a quarterly report Tuesday which shows customer satisfaction at 74 percent, well below Metro’s goal of 85 percent.

The target’s the same for satisfaction among train riders, but that number is even worse at 69 percent.

Some of the reasons for customer unhappiness highlighted in the report between January to March are late-arriving buses and trains, uncomfortable rides, bus collisions and railcar malfunctions.

A major factor in delays is the SafeTrack maintenance project that began last summer, but officials believe buses and trains will arrive on time once the program is completed this summer.

Officials warned ridership may decrease during certain surges of SafeTrack, and it has, at 11 percent.

According to the report (, customers said the Green Line had the highest on-time performance at 80 percent during first three months of this year. The worst was the Blue Line, at 59 percent.

The report also notes the 10 most crowded bus routes by jurisdictions, which include the 16th Street line in the District, the New Carrollton-Silver Spring line in Maryland and Ballston-Farragut Square line in Northern Virginia.

Metro’s Customer Service, Operations and Security Committee plans to review the document Thursday.

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