MTA Subway Customer Journey-Focused Metrics: Beginning 2015

Additional Platform Time (APT) is the estimated average extra time that customers spend waiting on the platform for a train, compared with their scheduled wait time. Additional Train Time (ATT) is the estimated average extra time that customers spend onboard a train, compared to the time they would have spent onboard a train if trains were running according to schedule. Additional Journey Time (AJT) is the estimated average extra time that customers spend on their journey, compared with the scheduled time. It is the sum of the additional time spent waiting on platforms (APT) and the additional time spent onboard a train (ATT). Journey Time is the average total time a customer spends on their journey waiting for and riding a specific train line. Customer Journey Time Performance (CJTP) is the estimated percentage of rider trips that are completed within 5 minutes of their scheduled time. These measures are estimated for each individual train a customer uses in their journey, also known as an unlinked trip, not all trains in their journey combined.