What is one of the MTA's focuses when assessing customer feedback?

The focus on the implementation of necessary changes based on collected insights highlights the MTA's commitment to improving service quality and responding effectively to customer feedback. This approach ensures that the organization doesn't just collect feedback for the sake of having data but actively seeks to understand and address the concerns and suggestions of riders. By analyzing feedback, the MTA can identify consistent themes or issues and make informed decisions that enhance the overall user experience. This not only fosters trust and loyalty among riders but also promotes a culture of continuous improvement within the organization.

While other options may involve aspects of the MTA's operations, such as conducting surveys or considering promotions for frequent travelers, they do not emphasize the critical follow-up of changing practices or policies based on what riders express. The emphasis on action shows that the MTA values customer input and views it as integral to their progress and service enhancement efforts.