New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 10th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from Nov. 11, 2013 through Dec. 3, 2013, measuring the 2nd quarter of fiscal year 2014. Customers were asked to rate NJ TRANSIT on 42 service attributes on a scale of "0" to "10," where "0" is "Not Acceptable" and "10" is "Excellent," and then to identify three attributes that are the most important.
This was the second quarter in which both English and Spanish versions of the questionnaire were available to our customers. The number of customers who completed the Spanish version dropped from 275 to 206 last quarter. Overall customer satisfaction scores were highest among Spanish version respondents (8.4).
Of the more than 455,000 daily customers who used NJ TRANSIT services during this period, 23,619 responded to the survey, a response rate of 5.2 percent - one full percentage point higher than last quarter, and our highest response rate to date.
System-wide, overall satisfaction scores decreased by 0.3 to 6.1, still the second-highest score since the inception of the survey in 2011, and just 0.4 short of our fiscal year goal of 6.5.
When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 out of 10 customers, or 77 percent of the respondents said they were "Very Likely" or "Somewhat Likely" to recommend. This rating reflects the second-highest level of satisfaction with NJ TRANSIT's services since the survey's inception, and is credited to the hard work of our employees to improve the overall customer experience.
More than 276,000 people use the NJ TRANSIT interstate and local bus system on an average weekday, representing 61 percent of all NJ TRANSIT customers.
Overall customer satisfaction for our Bus system dipped slightly from last quarter to 6.2, but still registered its second-highest survey total. Some top concerns that bus customers would like to see improved are: On-time Performance; Weekday PM Peak Scheduling; and Fares.
Ridership on NJ TRANSIT's Rail system averaged more than 137,000 customers on an average weekday during this period - representing 30 percent of our customer base. Rail customers' overall satisfaction fell just 0.1 from last quarter to 5.9, but still came in at its second-highest survey total. Some top concerns that rail customers would like to see improved are: Handling of Service Disruptions; Fares; and Mechanical Reliability.
Light Rail
Riders of NJ TRANSIT's three Light Rail lines make up 8 percent of our customer base - nearly 38,000 people ride the light rail systems on an average weekday. Overall satisfaction fell 0.3 from last quarter's record score of 7.4. Overall satisfaction for all three services decreased, but still maintained an Overall satisfaction score of 7.0 or higher. Customers consistently point to Seating Availability, Cleanliness, Fares and Comfort, as well as Safety and Security, as their top concerns.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries more than 3,600 customers on a typical weekday. The service continues to receive high overall customer satisfaction ratings, coming in with an 8.0 rating this quarter. Access Link customers continue to cite On-time Performance, Overall Trip Time, Comfort On-board and Scheduling of Trips as their top concerns.
Next Steps
To achieve the FY14 customer satisfaction goal of 6.5 the corporation will focus on maintaining the key drivers in markets that exceeded the goal and improve the key driver scores in markets where scores are low and customer impact is high.
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 program, 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 itself a clear window into how the Corporation is performing.
The next survey (3rd quarter, fiscal year 2014) is scheduled to be administered Feb. 10, 2014 through March 3, 2014, in both English and Spanish.
Survey Methodology
The survey asks Bus, Rail, Light Rail, and Access Link customers to rate their satisfaction with NJ TRANSIT on a scale of 0 to 10. Customers gave ratings on 42 aspects of NJ TRANSIT's service, and provided basic origin, destination and demographic information. As part of the survey, customers were also asked to identify the most important service attributes among the list of 42 attributes that they rated. It is important to note that 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.