New Jersey Transit

NJ TRANSIT Customer Satisfaction Survey
know our service: ACCESS LINK
Average weekday ridership 3,000 3,635 3,936 3,560
Percentage of System weekday ridership 0.7% 0.9% 0.9% 0.9%
know our score: ACCESS LINK
FY2011 FY2013 FY2014 FY2014
Base 4th
Quarter
3rd
Quarter
4th
Quarter
Mean Score Mean
Score
Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 7.5 8.3 8.1 7.7
FACILITIES
Boarding Station/Shelter Condition 7.4
Boarding Station/Stop Cleanliness 7.6
Arrival Station/Stop/Terminal Condition 7.7
Overall Satisfaction with Facilities 8.0
SCHEDULING
Overall Satisfaction with Scheduling 7.6* 7.2* 6.7*
VEHICLES
Comfort On-board 7.0* 8.0* 7.8* 7.7*
Cleanliness On-board 7.4* 8.3 8.4 8.1
Overall Satisfaction On-board the Vehicle 8.3 8.3 8.0
COMMUNICATIONS
Availability of NJ TRANSIT Information 8.0 7.9 7.6
Signage/Information Availability 7.7 7.7 7.6
NJ TRANSIT Website 6.7 8.0 7.9 7.4
My Transit 6.2 7.8 7.7 7.5
Access Link Announcements 5.9 7.6 7.9 7.6
Availability of Accessible Service Information 6.9 7.9 7.8 7.5
Announcements/Information during Service Disruptions 6.3 7.7 7.7 7.4
Overall Satisfaction with Communications 8.0 7.7 7.5
OVERALL
On-time Performance 6.2* 7.6* 7.2* 7.1*
Overall Trip Time 5.9* 7.2* 7.0* 6.8*
Quality of Transfer 6.0 7.8 7.8 7.4
Handling of Service Disruptions 6.4 7.5 7.3 7.2
Service Monitors 6.5 7.9 7.8 7.4
Reservationists 6.4* 7.9* 7.9* 7.4*
Vehicle Operator Performance 7.7 8.5 8.5 8.3
Employee Performance 8.3 8.2 8.1
Access Link Eligibility 7.1 8.6 8.4 8.0
Customer Service 6.7 7.9 7.9 7.6
Fares 7.1 8.1* 8.2 7.8
Payment Options 6.0* 7.2 6.8 6.6
Safety 7.8 8.6 8.6 8.4
Security 7.8 8.5 8.5 8.3
Reliability of Accessible Features 7.6 8.6 8.3 8.1
Mechanical Reliability 7.5 8.4 8.3 8.2
Overall Value for your Money 7.4 8.4 8.4 8.0
* Key driver attribute that needs to Improve
Willingness to recommend NJ TRANSIT to a friend or relative 81% 88% 88% 85%