New Jersey Transit

NJ TRANSIT Customer Satisfaction Survey
know our service: ACCESS LINK
Average weekday ridership 3,000 3,058 3,176 3,936 3,957 4,162
Percentage of System weekday ridership 0.7% 0.7% 0.8% 0.9% 0.8% 0.9%
know the score: ACCESS LINK
FY2011 FY2012 FY2013 FY2014 FY2015 FY2015
Base 3rd
Quarter
3rd
Quarter
3rd
Quarter
2nd
Quarter
3rd
Quarter
Mean Score Mean
Score
Mean Score Mean Score Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 7.5 8.3 8.1 8.1 8.0 8.1
FACILITIES
Boarding Station/Shelter Condition 7.6 6.7
Boarding Station/Stop Cleanliness 7.7 7.0
Arrival Station/Stop/Terminal Condition 7.7 7.1
Overall Satisfaction with Facilities 8.0 7.6
SCHEDULING
Overall Satisfaction with Scheduling 7.2* 7.5* 7.2* 7.1* 7.2*
VEHICLES
Comfort On-board 7.0* 8.2* 8.1* 7.8* 7.9* 7.9*
Cleanliness On-board 7.4* 8.5 8.6 8.4 8.3 8.3
Overall Satisfaction On-board the Vehicle 8.3 8.4 8.3 8.2 8.2
COMMUNICATIONS
Availability of NJ TRANSIT Information 7.9 8.0 7.9 8.0 7.9
Signage/Information Availability 7.7 7.9 7.7 7.8 7.8
NJ TRANSIT Website 6.7 8.2 8.0 7.9 7.7 7.5
My Transit 6.2 8.4 8.2 7.7 8.0 7.6
PA/General Announcements 5.9 8.0 7.9 7.9 8.0 7.7
Availability of Accessible Service Information 6.9 8.0 8.1 7.8 7.8 7.7
Announcements/Information During Service Disruptions 6.3 7.9 7.8 7.7 7.7 7.4
Overall Satisfaction with Communications 7.9 8.1 7.7 7.7 7.6
OVERALL
On-time Performance 6.2* 7.3* 7.5* 7.2* 7.4* 7.3*
Trip Time 5.9* 7.3* 7.3* 7.0* 7.1* 7.1*
Quality of Transfer 6.0 7.7 7.8 7.8 8.1 7.9
Handling of Service Disruptions 6.4 7.5 7.5 7.3 7.5 7.4
Service Monitors 6.5 8.2 8.0 7.8 7.6 7.8
Reservationists 6.4* 8.0* 8.0* 7.9* 7.6* 7.6*
Vehicle Operator Performance 7.7 8.6 8.5 8.5 8.5 8.5
Employee Performance 8.4 8.2 8.2 8.2 8.3
The Access Link Eligibility Process 7.1 8.9 8.3 8.4 8.2 8.3
Customer Service 6.7 8.1 8.0* 7.9 7.8* 7.8
Fares 7.1 8.5 7.9 8.2 8.1 8.3
Payment Options 6.0* 6.9 6.9 6.8 7.2 7.0
Safety 7.8 8.9 8.6 8.6 8.7 8.6
Security 7.8 8.6 8.5 8.5 8.7 8.5
Reliability of Accessible Features 7.6 8.6 8.2 8.3 8.5 8.1
Mechanical Reliability 7.5 8.8 8.4 8.3 8.3 8.2
Overall Value for your Money 7.4 8.7 8.3 8.4 8.4 8.4
Overall Satisfaction with Access Link
* Key driver attribute that needs to Improve
**Ridership data may differ from that used for other reporting purposes
Willingness to recommend NJ TRANSIT to a friend or relative 81% 91% 92% 88% 90% 92%