New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 21st tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from September 15th, 2016 through October 2nd, 2016, measuring the 1st quarter of fiscal year 2017. Customers were asked to rate NJ TRANSIT on 42 service attributes on a scale of "0" to "10", where "0" is "Not Acceptable", "5" is "Acceptable" and "10" is "Excellent". Customers were also asked to identify the three most important attributes from the list of 42 attributes they have rated. NJ TRANSIT has been measuring customer satisfaction among its sixteen markets (eight rail lines, four bus markets, three light rail lines and its paratransit service - Access Link) since April 2011.
Of the nearly 464,000 daily customers who used NJ TRANSIT services during this period, 29,784 customers responded to the survey. The largest increase in the response rate came from the Bus market.
The overall system-wide score has increased from 6.3 to 6.4. When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (78 percent) said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT.
With approximately 271,000 average weekday riders, Bus customers make up nearly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system increased from 6.4 to 6.5 this quarter representing the highest overall Bus score since the survey was implemented in April 2011. Some top concerns for Bus customers were On-time Performance, Fares, and Weekday PM Peak Schedule.
North Jersey Local Bus increased from 6.7 to 6.8; South Jersey increased from 7.2 to 7.3; and Contract Carriers showed a slight decline from 6.6 to 6.4 primarily due to the decreases in the following key drivers: Weekday AM Peak Schedule, Weekday PM Peak Schedule and On-time Performance. Interstate overall Bus score saw an improvement from 5.9 to 6.0, the highest score achieved since the scorecard survey was launched in April 2011. Considering NJ TRANSIT's initiatives to improve circulation in and out of the Port Authority, the scores of the Interstate Bus market have seen continuous improvement from 5.0 (FY15Q1) to 5.7 (FY16Q1) to 6.0 in the current quarter. Customers have made the following comments: "Great improvement in managing the gate changes for the 168, thank you for making it easier and better!" "Very impressed in the changes and upgrades you have made, I like the way the company is progressing keep up the Good Work." "The communication and customer service regarding recent gate changes was phenomenal! I was so incredibly impressed!"
Ridership on NJ TRANSIT's Rail system averaged nearly 146,000 customers on a weekday - representing approximately 32 percent of NJ TRANSIT's customers. Rail maintained its overall satisfaction score of 6.1. The top concern for Rail customers this quarter was Fares. For the first time since the inception of the customer satisfaction program, Mechanical Reliability dropped off the Key Driver to Improve List.
All eight rail lines either maintained their overall customer satisfaction score or saw an increase this past quarter.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base - as more than 41,000 customers ride the light rail system on an average weekday. Light rail customers' overall satisfaction increased from 6.8 in the last quarter to 7.0 in the current quarter. The top concerns for Light Rail customers were Seating Availability, Safety, Fares, Cleanliness On-board, Security, and Comfort On-board.
Overall satisfaction scores for the Hudson Bergen Light Rail increased significantly from 6.5 to 6.8. Newark Light Rail and River LINE saw declines in overall satisfaction this quarter.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,800 customers on a typical weekday. Overall satisfaction has decreased from 8.0 to 7.7 this quarter but remains the highest overall customer satisfaction score among the sixteen markets measured. The top concerns for Access Link customers were: Scheduling, On-time Performance, Trip Time, and Reservationists.
Next Steps
To achieve the FY17 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 programs, 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 a clear window into how the Corporation is performing. The next survey (2nd quarter, fiscal year 2017) is scheduled to be administered November 21, 2016 through December 9, 2016.
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 rate 42 attributes of NJ TRANSIT's service and also provide basic origin, destination and demographic information. As part of the survey, customers were also asked to identify the three 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.