Customer Satisfaction Rating
The heart of the Scorecard initiative is our quarterly customer survey. These surveys are conducted to gain customer feedback about how NJ TRANSIT is doing, identify what's important to our customers, and to focus our resources on those key drivers of customer satisfaction.
In the Spring of 2011 we conducted the first system-wide online customer satisfaction survey. This survey listed 39 attributes of our service and asked our customers to rate us on a scale of 1 to 10. This survey also set our baseline scores for which we set our goals. From the baseline of 5.2 for overall customer satisfaction we set a goal for Fiscal Year 2012 of 6.0.
In Fiscal Year 2013 overall customer satisfaction improved to a score of 6.1 and we are renewing our commitment to achieve the goal of 6.5 set for Fiscal Year 2014.
To view detailed results of the survey, go to the Customer Satisfaction Survey Results.