The CSS is NJ TRANSIT's twice-yearly online customer satisfaction survey that is used to measure our customer's satisfaction with our service. Customers are asked to rate NJ TRANSIT on over 40 service attributes on a scale of "0" to "10", where "0" is "Not Acceptable", "5" is "Acceptable" and "10" is "Excellent." Customers were also asked to identify the three most important attributes from the list of attributes they have rated.
NJ TRANSIT has been measuring customer satisfaction among its 16 markets (eight rail lines, four bus markets, three light rail lines and its paratransit service - Access Link) since April 2011. The survey was designed to provide actionable data by identifying specific areas needing attention, allowing the Corporation to focus resources on key drivers of satisfaction and improve the overall customer experience.
The depth of the information gathered from the surveys will continue to help drive the Corporation in making strategic decisions in the areas of its operating budget, capital programs, customer service and marketing initiatives, as well as its operations and safety and security. The survey also will give our customers, stakeholders, and NJ TRANSIT a clear window into how the Corporation is performing.
If you would like to pre-register to receive an email invite to the next survey please register by clicking here.