New Jersey Transit

NJ TRANSIT Customer Satisfaction Survey
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Average weekday ridership** 3,000 3,250 3,659 3,957 4,538 4,424
Percentage of System weekday ridership 0.7% 0.7% 0.8% 0.8% 1.0% 0.9%
know the score: ACCESS LINK
FY2011 FY2012 FY2014 FY2015 FY2016 FY2016
Base 2nd Quarter 2nd Quarter 2nd Quarter 1st Quarter 2nd Quarter
Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 7.5 8.1 8.0 8.0 7.8 8.0
FACILITIES
Boarding Station/Shelter Condition 8.0 7.5
Boarding Station/Stop Cleanliness 8.1 7.6
Arrival Station/Stop/Terminal Condition 7.8 7.3
Overall Satisfaction with Facilities 8.0 7.6
SCHEDULING
Overall Satisfaction with Scheduling 7.1* 7.3* 7.1* 6.9* 6.8*
Comfort On-board 7.0* 8.3 7.8* 7.9* 7.9 7.8*
Cleanliness On-board 7.4* 8.7 8.4 8.3 8.4 8.4
Overall Satisfaction On-board the Vehicle 8.2 8.2 8.3 8.2
COMMUNICATIONS
Availability of NJ TRANSIT Information 8.1 7.9 8.0 7.5 7.8
Signage/Information Availability 7.9 7.6 7.8 7.6 7.8
NJ TRANSIT Website 6.7 8.0 7.7 7.7 7.3 7.7
My Transit 6.2 7.9 7.9 8.0 7.4 7.7
PA/General Announcements 5.9 7.9 7.6 8.0 7.7 7.9
Availability of Accessible Service Information 6.9 8.0 7.9 7.8 7.7 7.7
Announcements/Information During Service Disruptions 6.3 7.7 7.4 7.7 7.3 7.7
Overall Satisfaction with Communications 7.9 7.8 7.7 7.4 7.5
OVERALL
On-time Performance 6.2* 7.4* 7.5* 7.4* 7.2* 7.3*
Trip Time 5.9* 7.3* 7.2* 7.1* 7.1* 7.2*
Quality of Transfer 6.0 7.9 7.8 8.1 7.6 7.9
Handling of Service Disruptions 6.4 7.6 7.4 7.5 7.2 7.4
Service Monitors 6.5 8.0 8.1 7.6 7.8 7.8
Reservationists 6.4* 7.9* 8.0 7.6* 7.6* 7.6*
Vehicle Operator Performance 7.7 8.5 8.6 8.5 8.4 8.6
Employee Performance 8.4 8.3 8.2 7.9 8.3
The Access Link Eligibility Process 7.1 8.5 8.6 8.2 8.1 8.1
Customer Service 6.7 7.8 7.9 7.8* 7.7* 7.8*
Fares 7.1 8.2 8.2 8.1 7.6* 7.9*
Payment Options 6.0* 6.8 7.1 7.2 6.3 6.7
Safety 7.8 8.6 8.5 8.7 8.4 8.6
Security 7.8 8.5 8.5 8.7 8.3 8.5
Reliability of Accessible Features 7.6 8.4 8.4 8.5 8.1 8.4
Mechanical Reliability 7.5 8.4 8.4 8.3 7.9 8.4
Overall Value for your Money 7.4 8.4 8.3 8.4 8.0 8.4
* Key driver attribute that needs to Improve
**Source: Market Analysis and Pricing Department
Willingness to recommend NJ TRANSIT to a friend or relative 81% 92% 87% 90% 88% 88%