Serving the GW Community since 1904

The GW Hatchet


The GW Hatchet

Serving the GW Community since 1904

The GW Hatchet

Sign up for our twice-weekly newsletter!

Crime log: Subject barred after shoplifting at bookstore
By Max Porter, Contributing News Editor • February 26, 2024

Metro reports uptick in ridership, customer satisfaction

Metro will add new features and develop real-time reporting on bus service, per the annual performance report.
Ann Duan | Photographer
Commuters bustle through the Navy Yard-Ballpark Metro station.

The Washington Metropolitan Area Transit Authority released its performance report for fiscal year 2023 last week.

The FY 2023 Metro Performance Report, released last week, catalogs Metro’s performance from July 2022 through June 2023 and reported an increase in ridership and decade-high customer satisfaction. Metro General Manager Randy Clarke said in the report that Metro will continue to add new features, develop real-time reporting on bus service and implement feedback from customers, using the goals and metrics outlined in Metro’s Strategic Transformation Plan.

“Focusing on these priorities will guide our work and help focus us on reaching our vision of becoming the region’s trusted way to move people safely and sustainably,” Clarke said in the report.

Metro ridership was 95.8 million in FY 2023, an increase of 40 percent, according to the report.

The report states that Metro also saw its highest levels of customer satisfaction in 10 years, “driven largely” by more frequent service and increased police presence. Between March and June, Metro’s customer satisfaction was 84 percent, the highest mark since 2013.

From July 2022 through June 2023, Metro increased the number of trains in service by 73 percent, and average wait times fell 43 percent over the same time period, according to the report.

Metro spent much of the fiscal year focused on the return of 7000-series trains. The transit system had been slowly reincorporating the trains since an October 2021 derailment led WMATA to temporarily end service for the 7000-series — which accounted for 60 percent of WMATA’s fleet. Metro increased its use of 7000-series trains in service from an average of eight per day in June 2022 to more than 50 in June 2023.

The report states that single-tracking, reduced service during weekday evening track work, rail vehicle disruptions, signaling issues, Metro Transit Police activity, operator availability and train availability all contributed to missed rail service, which affected 3.7 percent of scheduled trips.

Customer satisfaction with buses clocked in at 71 percent, below the five-year average of 76 percent, per the report. The accuracy of bus arrival predictions stood at 86.6 percent, per the report, but 77 percent of buses were on time. Missed bus trips fell by 30 percent across FY 2023, decreasing from 217 missed trips per day to 156 missed trips per day, per the report.

The report states that 92 injuries in Metro facilities required immediate medical attention — 31 fewer injuries than the same period last year. The injuries consisted of 81 slips, trips or falls, six trespassers struck by trains, two patrons on the roadway, two customer assaults and one customer trapped in an elevator, according to the report.

A train struck a person at the Foggy Bottom Metro station in August 2022 after a man jumped in front of the train as it arrived into the station. The man survived and was later charged with the murder of his wife.

More to Discover
About the Contributor
Erika Filter, News Editor
Erika Filter is a senior majoring in international affairs from Carson City, Nevada. She leads the Metro beat as one of The Hatchet's 2023-2024 news editors and previously served as the assistant news editor for the Student Government beat.
Donate to The GW Hatchet