MTA Customer Feedback Records from 2014 to 2019

Customer feedback records submitted by riders of the New York Metropolitan Transportation Authority system. Each record is categorized as a complaint or commendation and includes details on the agency, subject matter, and specific issue. The dataset covers feedback from 2014 through 2019.

Use Cases

• Analyze complaint versus commendation frequency across agencies like Buses, Subway, Long Island Rail Road, or Metro-North Railroad to identify service quality trends.
• Model the relationship between subject matter and issue detail to predict common rider concerns for different transit branches or lines.
• Track feedback volume by year and quarter to correlate with major service changes or public events.
• Segment feedback by subject detail to prioritize operational improvements for specific bus routes or rail lines.

Strengths

• Covers a multi-year time range from 2014 to 2019, providing longitudinal insight.
• Includes categorized feedback types (complaint/commendation) and specific agency attributions.
• Enriched with subject matter and issue detail fields for granular analysis.

Limitations

• The total number of records (rows) is unknown, making it difficult to assess statistical power.
• Sample data and column definitions are unavailable, complicating initial data exploration.
• Data may be biased towards customers who use the MTA's website for feedback.

Provenance

Source

State of New York via Data.gov

Collection Method

Customer feedback submitted by riders on the MTA's website.

Time Range

2014-2019

Freshness

Last updated in August 2024, but the data itself covers up to 2019.

Geography

New York Metropolitan Transportation Authority service area (primarily New York City and surrounding regions).