NYC Ferry turns image around in new customer satisfaction survey

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Following a rough launch, the NYC Ferry has bounced back in latest figures, reporting over 90 percent customer satisfaction from the New York City Economic Development Corporation for its first four months.

The survey consisted of more than 1,300 riders, 93 percent of whom rated the ferry a minimum of seven on the 10 point scale. The survey also determined that more than half of peak hour riders use the ferry at least four times a week, which indicates its role as an alternative commute through the bustling cityscape is becoming more prominent. For those riding during off-peak hours, though, most indicated they were just testing options.

The survey in turn was used to create a Net Promoter Score (NPS), which companies use to determine the likelihood of their customers actually recommending their product. The NYC Ferry received a 71 therein, putting them ahead off the Apple iPhone with an NPS of 63 but behind Bose at 78.

The ferry has already hosted more than 1 million riders, about a month earlier than it was expected to reach that goal. It will also be adding a new route on Aug. 29 that will include stops in Astoria, Roosevelt Island, Long Island City, East 34th Street in Midtown Manhattan, and Wall Street’s Pier 11.