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NJ TRANSIT TO RAIL CUSTOMERS: HOW ARE WE DOING?

Recruitment Begins For Online Customer Satisfaction Survey (e-Panel)

NEWARK, NJ, August 1, 2002 -- NJ TRANSIT launched today the recruitment phase of its Internet-based Rail Customer Satisfaction survey (e-Panel), the most ambitious market-research endeavor in its 23-year history.

The Corporation plans to register nearly 15,000 of its 110,500 daily rail customers this month for the campaign that will begin in early September. NJ TRANSIT has hired an independent research firm to handle recruitment and data collection to ensure confidentiality. Patrons can expect to see recruiters registering customers at rail stations and onboard trains this month.

Recruited customers will be asked to fill out a brief survey online four times -- once every quarter for a 12-month period. When taking subsequent surveys, participants will be given their responses from the previous survey. Quarterly surveys will allow NJ TRANSIT to track trends, changes and improvements in satisfaction throughout the year.

"This initiative represents Governor McGreevey's commitment to improving the quality of the commute for thousands of New Jersey residents," said State Transportation Commissioner Jamie Fox. "This effort will create a venue where NJ TRANSIT customers themselves can affect change and improve the public transportation system."

"From on-time performance to our cleaning programs and public address systems, we want to do things better," said NJ TRANSIT Executive Director George D. Warrington. "We intend to be the premier customer-focused transportation system in the nation."

Valuing customer feedback is part of the Corporation's back-to-basics approach, which focuses on safety, reliability and state-of-good-repair.

In addition to having their collective voices heard, survey participants will receive periodic reports revealing what other rail customers think about NJ TRANSIT's service. To register for the online survey, patrons can go to www.surveycafe.com/epanel to get started.

NJ TRANSIT is the nation's largest statewide public transportation system providing more than 761,000 daily trips on 238 bus routes, two light rail lines and 12 commuter rail lines. It is the third largest transit system in the country with 163 rail stations, 27 light rail stations and more than 17,000 bus stops linking major points in New Jersey, New York and Philadelphia.

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