Serving the six million customers and 47,000 employees of New York City Transit for the past two years has been a professional and personal joy.
MTA New York City Transit President Richard Davey , Senior Vice President of Subways Demetrius Crichlow, and local officials announce increased weekend subway service on the G, J, and M lines at the Hoyt-Schermerhorn Sts station on Thursday, Jun 29, 2023. A second consist of R211 subway cars also went into service. When I started in the spring of 2022, our recovery from the pandemic was by no means assured. To bring back riders, we focused on what became our North Star: customer satisfaction.
I’m also proud that our subway station agents have stepped out of the booth into new, enhanced roles. In the year since this change, we’ve seen a sixfold increase in commendations awarded to agents from customers and across the board improvements to customer satisfaction. Meanwhile, our paratransit operation is doing better than ever. Fueled by record customer satisfaction and improved on-time performance, ridership is 20% higher than last year with nearly 40,000 daily customers. That’s more people that we have ever carried before – including before the pandemic. We’ve improved the phone and app-based booking processes, making it faster and easier for customers to plan trips.
I have had the privilege of working in the transit space for many years and in several cities, and I know that while presidents come and go, the work continues. To that end, I am thrilled that Demetrius Crichlow, who currently leads Transit’s Subways team, will be stepping up as Interim President. I have worked closely with Demetrius these past two years, and his leadership has been critical in delivering many accomplishments. New Yorkers are in good hands.
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