NFTA surveys riders to gain insight and plan for the future
The Niagara Frontier Transportation Authority’s (NFTA) metro bus and rail services conducted an online survey from June 8 to June 22 to get feedback about its COVID-19 response and to learn how to help riders feel safe on the system in the future.
The survey was targeted both to people riding during the pandemic and people who are not riding during the pandemic. Some of the highlights from the survey include:
- 58 percent of riders who responded are essential workers.
- Most common jobs: healthcare, retail
- Most common reason for riding: commuting to work
- Most common reason for not riding: working from home
- Most respondents were satisfied with NFTA’s COVID–19 response, especially about rear door boarding, free fares and requiring face coverings.
- Requiring face coverings and providing hand sanitizer were the two most important ongoing interventions, according to survey respondents.
NFTA has already acted on several suggestions and feedback, which includes:
- Adding 30 day passes on Token Transit, and now almost all fare options are available on Token Transit, a contactless fare payment option.
- Barriers have been or will be installed on all buses to separate drivers and bus riders.
- Hand sanitizer was installed on all buses but then the manufacturer recalled the product. NFTA says it will work to re-install as soon as possible.
- Face coverings are universally required on NFTA Metro services and buildings.
The agency will continue to provide chases buses as much as possible. NFTA says it is limited in its ability to add frequency because it doesn’t always have extra buses or drivers.
NFTA added Metro PCS to the list of carriers available for texts from the instant update service.
A total of 323 people took part in the survey. Of the respondents, 47 percent of the people have been riding and 53 percent have not been riding. Further details of the survey’s findings are available on NFTA’s website.
