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NJ TRANSIT TO PILOT ONLINE SUGGESTION BOX
Through “Rider’s Platform” customers will be able to post and share comments on innovative ways to improve service
May 14, 2008
NEWARK, NJ – NJ TRANSIT is launching a pilot program on June 1 intended to produce customer-generated ideas on improving service through an open, online exchange of suggestions.
Customers will not only be able to post their own suggestions that will be reviewed by NJ TRANSIT management, but they will be able to read what other customers are saying and vote on the ideas they like best.
"In addition to the website comment area where riders currently give us feedback on their daily experience, we hope this will inspire customers to share their ideas for new and improved services at stations and terminals, as well as on bus, light rail and rail lines," said NJ TRANSIT Executive Director Richard Sarles. "Some very good customer ideas have already been implemented and our message is we want to hear more."
For example, Sarles said that a customer suggested diverting New York-bound buses off of the NJ Turnpike to Secaucus Junction or Newark Penn Station when there is severe congestion at the Lincoln Tunnel, giving bus customers rail service options to complete their trip instead of sitting in traffic. NJ TRANSIT has implemented this practice twice since February and expects to expand where appropriate to other bus services.
Customers will find a link on the NJ TRANSIT homepage at www.njtransit.com that will guide them through the log-in to the "Rider's Platform." At the end of June the pilot program will be evaluated.
NJ TRANSIT is the first public transportation agency to create an integrated, externally hosted customer relationship management system, giving management a powerful tool to track trends, monitor individual customer suggestions and respond in a timely manner.
About NJ TRANSIT
NJ TRANSIT is the nation's largest statewide public transportation system providing nearly 865,000 weekday trips on 240 bus routes, three light rail lines and 11 commuter rail lines. It is the third largest transit system in the country with 164 rail stations, 60 light rail stations and more than 18,000 bus stops linking major points in New Jersey, New York and Philadelphia.