ConnDOT: Shore Line East Earns High Scores from Train Riders in 2009 Customer Satisfaction Survey
2009

CONNECTICUT DEPARTMENT OF TRANSPORTATION
NEWS RELEASE
 
2800 BERLIN TURNPIKE P.O. BOX 317546
NEWINGTON CONNECTICUT, 06131-7456
FOR RELEASE: October 21, 2009
FOR FURTHER INFORMATION:
OFFICE OF COMMUNICATIONS
TELEPHONE: (860) 594-3062
FAX: (860) 594-3065
WEB SITE: www.ct.gov/dot 

Shore Line East Earns High Scores from Train Riders in 2009 Customer Satisfaction Survey
 
 
The Connecticut Department of Transportation (ConnDOT) announced today the results of the 2009 Shore Line East Customer Satisfaction Survey. The survey showed that Shore Line East has an excellent, and improving overall reputation among its riders. Almost one-third of riders (31.4 %) gave Shore Line East the highest possible rating of a “1” (completely satisfied). The average rating on the 1 to 7 scale for overall satisfaction was a 1.87, an improvement from the 2.06 rating the prior year.
 
“It’s rewarding to see that the improvements the Department has been making to the rail service have not gone unnoticed by our customers,” said Joseph F. Marie, Commissioner of the Department of Transportation. “Our riders are doing their best to ease congestion and lighten their environmental footprint. This survey shows that the Department is delivering the quality of service they demand.”
 
ConnDOT conducted the 2009 Shore Line East Customer Satisfaction Survey on May 19, 2009 on all morning westbound Shore Line East trains from New London and Old Saybrook to New Haven. The Department conducts surveys to gather passenger feedback to help maintain and improve the quality of service provided. The response rate for the survey was 65%, with a total of 630 surveys returned out of the 916 boardings on the survey day.
 
“Shore Line East got high marks for available seating, professionalism of on-board staff and on-time performance,” said Eugene Colonese, Rail Administrator.  “I was happy to hear that the survey analysis showed that riders were most satisfied with what they considered the most important aspects of the service.”
 
Shore Line East provides service between Old Saybrook and New Haven, seven days a week - including holidays. On weekdays, one-seat express service to/from Bridgeport and Stamford and limited service from New London is also available. Connections to Metro-North’s New Haven Line and Amtrak service are available at New Haven’s Union Station.
 
For additional information, please visit www.ShoreLineEast.com, or call 1-800-ALL-RIDE.