New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 16th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted May 26, 2015, through June 15, 2015, measuring the 4th quarter of fiscal year 2015. 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 also were asked to identify which three attributes were most important. NJ TRANSIT has been measuring customer satisfaction among its sixteen markets (eight rail lines, four bus markets, three light rail lines, and Access Link) since April 2011, with this quarter completing the fourth year of the program.
Of the more than 426,000 daily customers who used NJ TRANSIT services during this period, 24,417 responded to the survey - the highest response rate (5.7%) since the inception of the survey. This also is the eighth quarter that a Spanish version of the questionnaire has been offered and the number of customers taking the survey in Spanish continues to grow with more than three hundred taking the survey.
Systemwide, the overall satisfaction score remained stable at 6.2 for the third quarter in a row, falling short of the FY15 goal of 6.5.
When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (76 percent) said they were "Very Likely" or "Somewhat Likely" to recommend. The highest increase in willingness to recommend this quarter came from the Contract Carrier Bus market (78 percent this quarter vs 69 percent last quarter).
With approximately 250,000 average weekday riders, bus customers make up roughly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system increased slightly from 6.3 to 6.4 this quarter. Some top concerns for bus were: On-time Performance, Fares, Weekday PM Peak Schedule and Overall Trip Time.
The Contract Carrier Bus market saw improvements in all of the key drivers of satisfaction as NJ TRANSIT continues to monitor these routes using clever devices - GPS-type system which tracks buses -- on a daily basis and immediately communicates with the carrier if there is a disruption. New technologies to improve operations and passenger communications, such as eStarter, have also continued to be deployed at bus locations throughout the state. eStarter is a tool that makes it possible for starters at bus terminals to more efficiently dispatch buses and provide real-time updates to passengers by interfacing with existing announcement systems and dynamic signage. A customer of Bus Route 10 commented, "Right on track! Good service and facilities - looking forward to more improvement!"
NJ TRANSIT has been working with the Port Authority of NY & NJ and the NYC Department of Transportation to improve traffic flow in and out of Port Authority Bus Terminal (PABT). The efforts at PABT have yielded positive results. Overall satisfaction for the NY Interstate Bus market continued to increase from 5.4 last quarter to 5.8 this quarter, the biggest increase achieved by any market this quarter. Many customers provided commendations regarding the recent improvements at the Port Authority Bus Terminal. Interstate Bus customers also appreciated the MyBus features now available to them. "I also love the real-time MyBus updates where I can check how far away the bus is before I walk out my door. Fantastic." "Since the App is based on real time GPS Bus information, I know exactly what time the bus will arrive at my stop. As long as I plan accordingly, the bus arrives on time."
Ridership on NJ TRANSIT's Rail system averaged about 135,000 customers on a weekday during this period - representing approximately 32 percent of our customers. Rail customers' overall satisfaction dipped to 5.8 this quarter from 5.9 last quarter. Top concerns for rail customers were: Fares, and Mechanical Reliability.
On-time Performance dropped off the list of key drivers this quarter, with NJ TRANSIT achieving 93% overall on-time performance during this time period. NJ TRANSIT is working toward providing customers with specific on-time performance information for individual trains.
Light Rail
Riders of NJ TRANSIT's three Light Rail lines make up 8 percent of our customer base - about 35,000 people ride the light rail systems on an average weekday. Overall satisfaction increased to 7.0 from 6.9 last quarter. Safety and Security remain consistent concerns for Light Rail customers. Other top concerns for Light Rail customers include: Fares, Seating Availability, Cleanliness On-board, Weekend/Holiday Schedule, and Weekday Evening/Night Schedule.
Later this year, Light Rail will be adding new, longer light rail cars to its fleet to increase capacity for the growing demand. These cars will begin arriving from the manufacturer this fall on the Hudson-Bergen system and will eventually be put into operation on Newark Light Rail.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,000 customers on a typical weekday. Overall satisfaction remained stable at 8.1 this quarter. Top concerns for Access Link customers were: On-time Performance, Scheduling, Comfort On-board, Reservationists, and Overall Trip Time. The Gold Level Customer Service Training that Access Link employees recently received continues to be valued by customers.
Next Steps
To achieve the FY16 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 a clear window into how the Corporation is performing.
The next survey (1st quarter, fiscal year 2016) is scheduled to be administered September 10, 2015, through October 1, 2015.
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.