The MTA contracts with Transit Wireless WIFI (http://www.transitwirelesswifi.com) to provide WIFI access in its subway locations. Transit Wireless maintains location data where WIFI access is available.

Summary of the NYS gas and electric utilities’ customer service performance indicators for each of the last three calendar years. Reported by the utilities on a uniform basis, these performance indicators allow comparative analysis of customer service, identification of overall trends in customer service, and identification of service deficiencies.

The MTA contracted with Transit Wireless to provide WIFI access and cell service to all underground subway stations. These services began being provided in 2011 and were available at all of those stations in January 2017. This dataset is a snapshot of the stations where Wi-Fi was available in part of 2015 and 2016.

Call Center Performance is measured as the percent of calls that are answered and the average speed with which those calls are answered.

This metric measures customer complaints about Access-a-Ride, including about Transportation and non-Transportation service quality. This data is used along with Trips/Ridership data to create the Complaint rate metric which is complaints per 1000 completed trips.

This dataset includes monthly customer feedback performance metric data for NYCT. For Subways, Buses, Access-A-Ride, MetroCard, and Other NYCT, there is data on the total number of complaints and commendations, and the number of complaints and commendations per 100,000 riders, along with monthly ridership.

This dataset provided statistics and performance metrics about the volume and responsiveness in engaging with customers via several customer engagement channels. Data was provided for New York City Transit Subway and Bus customer engagement and customer service teams between May 2017 and May 2022.

This dataset contains information on customer feedback submitted by riders of the transit system on the MTA’s website. For each piece of feedback provided, it is categorized as a complaint or commendation, and there is information provided for the agency (Buses, Subway, Long Island Rail Road, or Metro-North Railroad), the subject matter, the subject detail, the issue detail, the year, the quarter, and, if applicable, the branch/line/route.