Customer Satisfaction
We collect data on customer satisfaction by asking riders to rate their experience with the T. This helps us learn how satisfied or dissatisfied riders are with our services and allows us to identify areas where we can improve.
How We Measure Customer Satisfaction
Every month, we survey a customer opinion panel made up of about 6,500 riders to measure their satisfaction with:
- MBTA overall
- MBTA’s communication
- Their most recent trip
- Service reliability
Riders select one of seven answers ranging from extremely satisfied to extremely dissatisfied, or strongly agree to strongly disagree.
The star rating at the top of the dashboard (scaled to five stars) is based on the survey question, “How would you rate the MBTA overall?”
