New Jersey Transit

NJ TRANSIT Customer Satisfaction Survey
know our service: NORTH JERSEY LOCAL
Average weekday ridership** 116,000 112,000 119,849 121,675 109,300 119,125 110,025 114,050
Percent of System weekday ridership 27.3% 26.8% 26.4% 26.6% 25.2% 25.3% 24.8% 24.6%
know the score: NORTH JERSEY LOCAL
FY2011 FY2012 FY2013 FY2014 FY2015 FY2016 FY2016 FY2017
Base 1st Quarter 1st Quarter 1st Quarter 1st Quarter 1st Quarter 4th Quarter 1st Quarter
Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 5.5 5.8 6.6 7.0 6.9 6.6 6.7 6.8
FACILITIES
Boarding Station/Stop Parking Availability 5.9 5.7 6.3 6.7 6.6 6.6 6.7 6.7
Boarding Station/Stop Parking Fee 5.5 5.5 6.0 6.6 6.6 6.5 6.4 6.5
Ease of Access and Exit from the Parking Lot 6.5 7.0 7.0 7.0 7.0 7.0
Security of Parking Lot 6.1 6.6 6.5 6.5 6.5 6.7
Safety of Parking Lot 6.2 6.7 6.5 6.6 6.7 6.7
Boarding Station/Shelter Condition 4.8 5.3 6.1 6.6 6.4 6.4 6.5 6.5
Boarding Station/Stop Cleanliness 5.2 5.3 5.9 6.4 6.2 6.2 6.3 6.3
Arrival Station/Stop/Terminal Condition 5.6 5.6 6.2 6.7 6.6 6.4 6.6 6.6
Overall Satisfaction with Facilities 5.6 6.4 6.8 6.6 6.5 6.5 6.6
SCHEDULING
Weekday AM Peak Schedule 6.2 6.8 7.1 7.0 6.7 6.9 6.7*
Weekday Midday Schedule 5.0 5.4 6.1 6.6 6.5 6.4 6.5 6.4
Weekday PM Peak Schedule 5.6* 6.2* 6.6* 6.5* 6.2* 6.4* 6.3*
Weekday Evening/Night Schedule 4.7* 4.6 5.4* 5.8 5.8 5.6 5.7 5.7
Weekend/Holiday Schedule 4.2* 4.3 5.0 5.5 5.5 5.3 5.5 5.4
Overall Satisfaction with Scheduling 5.3 6.0 6.4 6.4 6.1 6.3 6.2
VEHICLES
Seating Availability 5.7 6.2 6.6 6.9* 6.8* 6.7 6.8 6.8
Comfort On-board 5.7 6.0 6.6* 6.9* 6.8* 6.7 6.7 6.8
Cleanliness On-board 5.4* 5.8 6.4* 6.7* 6.7* 6.5* 6.4* 6.5*
Overall Satisfaction Onboard the Vehicle 6.1 6.7 7.0 6.9 6.8 6.7 6.8
COMMUNICATIONS
Availability of NJ TRANSIT Information 5.9 6.3 6.8 7.2 7.1 7.0 7.0 7.0
Signage/Information Availability 5.7 6.0 6.7 7.1 6.9 6.8 6.9 6.9
NJ TRANSIT Website 6.8 7.1 7.3 7.5 7.5 7.3 7.3 7.1
My Transit 6.3 6.6 7.1 7.5 7.4 7.2 7.3 7.2
My Bus 6.1 6.3 7.1 7.5 7.4 7.2 7.2 7.2
PA/General Announcements 5.2 5.5 6.3 6.9 6.6 6.6 6.5 6.5
Availability of Accessible Service Information 6.0 6.6 7.1 6.9 6.8 6.8 6.7
Announcements/Information during Service Disruptions 4.7 5.2 6.0 6.5 6.3 6.3 6.3 6.4
Overall Satisfaction with Communications 5.8 6.5 7.0 6.8 6.7 6.7 6.8
OVERALL
On-time Performance 4.5* 5.3* 5.8* 6.4* 6.3* 6.0* 6.3* 6.2*
Trip Time 5.6 6.2 6.6 6.9* 6.9* 6.6* 6.8 6.7*
Quality of Transfer 5.9 6.0 6.6 6.9 6.9 6.7 6.9 6.9
Handling of Service Disruptions 4.5 5.0 5.9 6.4 6.3 6.2 6.2 6.3
Employee Performance 5.9 5.9 6.6* 6.8 6.8 6.6 6.8 6.8
Customer Service 5.6 5.7 6.4 6.7 6.7 6.4 6.6 6.7
Fares 5.0* 5.2* 6.2* 6.6* 6.7* 6.2* 6.3* 6.3*
Payment Options 6.3 6.4 6.8 7.1 7.2 6.9 7.1 7.0
Safety 6.2 6.3 6.7 7.0 6.9* 6.7 7.0 7.0
Security 5.8 5.9 6.6 6.9 6.8 6.5 6.7 6.8
Reliability of Accessible Features 6.0 6.2 6.9 7.3 7.2 7.1 7.0 7.2
Mechanical Reliability 6.0 6.1 6.9 7.2 7.2 7.0 7.0 7.1
Overall Value for your Money 5.5 5.7 6.5 6.9 6.9 6.5 6.7 6.6
* Key driver attribute that needs to Improve
**Source: Market Analysis and Pricing Department
Willingness to recommend NJ TRANSIT to a friend or relative 69% 74% 82% 83% 83% 81% 78% 79%