LIRR survey: Fare hike, superstorm dampen rider satisfaction

A fare hike and superstorm Sandy's impact on service contributed to making Long Island Rail Road customers less satisfied with the agency this year than last.

The railroad Tuesday released the results of its annual customer satisfaction survey, which found that 84 percent of customers were satisfied overall with the LIRR -- a drop of 2 percentage points from 2012. The LIRR surveyed 7,226 customers between May 20 and June 16.

"We are not satisfied," LIRR president Helena Williams said of the survey findings. "We want our customers to be more satisfied with our service and with the customer amenities that we have, and we're going to work hard to change the direction of this trend."

Williams said Sandy, which created almost two months of service disruptions, and a 7 percent fare increase in March, were both "very significant" factors in the survey. Fifty-nine percent of riders surveyed reported being satisfied with the "value for the money" on the LIRR, a drop from 62 percent in 2012.

The Port Jefferson branch scored the worst, with 73 percent of those surveyed saying they were satisfied, a significant drop from 2012 when 90 percent of customers gave the line a satisfactory grade. The LIRR attributed the decline to "higher-than-normal signal and track outages" on the branch that forced some customers onto buses in the weeks leading up to the survey.

The Port Washington line had the highest satisfaction rating for the second consecutive year, but still saw the number drop to 88 percent from 90 percent in 2012. Customers on the line -- the only one that does not pass through Jamaica -- benefitted over the past year from restoration of half-hourly midday service on weekdays. In 2010, service was reduced to hourly.

Satisfaction on the Oyster Bay branch, which frequently scores among the lowest of all LIRR lines, climbed to 87 percent this year from 79 percent in 2012.

SEE PHOTOSLIRR trains and commuters through the years

The LIRR held steady or saw small declines in most other categories, including overall communication and satisfaction at customers' home stations.

Satisfaction with onboard bathroom cleanliness, which typically scores the lowest in the survey, dropped to 56 percent from 59 percent last year.

Williams said she hopes several measures being taken, including stepped-up inspections of bathrooms, technological innovations, and adding new or restored service, will result in a better showing in next year's survey.

As in past surveys, LIRR customers were most satisfied with the railroad's employees. Conductors scored a 92 percent satisfaction rating, down slightly from 93 percent last year.

SEE PHOTOSAerial views of Sandy damage

Anthony Simon, general chairman of the United Transportation Union, which represents the conductors, said his workers "do their job with pride and professionalism even during the current times of contract uncertainty."