FAIRFIELD COUNTY, Conn. -- A recent survey of train commuters from Fairfield County and beyond by the Commuter Action Group revealed that more than half the participants graded their experience on Metro-North as a C or below.
The Commuter Action Group solicited commuters to participate in an online survey grading the performance of Metro-North along the New Haven Line. Of the 635 responses, 422 graded at a C or below, including 14.02 percent who rated the commuter rail's service as a D.
Survey participants also had the opportunity to post comments regarding their Metro-North experience. Most complaints centered around the duration of the commute and the lack of trains that arrive and depart on schedule.
"Riding Metro-North is like being transported into a third world nation," one respondent wrote in the survey. "Completely unacceptable transportation for the NYC metro area. It is a complete embarrassment and if there were an alternative, the trains would be empty."
Despite the largely negative feedback, some commuters remain happy with Metro-North's service. A total of 32 of the respondents gave the railroad an A- or better rating.
"I travel between New Haven (or West Haven) and Grand Central, NYC six to 10 per year for the past several years," another survey participant wrote. "Lucky me. I have never had a bad experience."
While Metro-North has admitted the commuter rail needs improvements, it also provided a customer service survey of its own that 93 percent of randomly selected customers were satisfied or very satisfied, according to The Hartford Courant.