New Jersey Transit

Customer Experience
"Focusing our time, talent and resources on meeting the expectations of our customers."
 
Metric FY 2012
Baseline
FY 2012
Goal
FY 2012
FINAL
FY 2013
Goal
FY 2013
FINAL
 
Customer Satisfaction Rating 5.2 6.0 6.0 6.5 6.1
 
On-time Performance  
  Bus     93.5% 91.2% 93.5% 90.6%
  Rail     94.7% 95.4% 95.0% 96.2%
  Light Rail     97.0% 97.5% 97.3% 98.0%
  Access Link     97.0% 96.2% 97.0% 96.2%
 
Customer Service Resolution Time   2.5 days 2.44 days 2.40 days 5.92 days
 
Call Center Average Speed of Answer   < 60 secs 65 secs < 60 secs 112 secs