New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 20th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from May 16 to June 6, 2016, measuring the 4th quarter of fiscal year 2016. 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 three most important attributes from the list of 42 attributes they rated. NJ TRANSIT has been measuring customer satisfaction among its 16 markets (eight rail lines, four bus markets, three light rail lines and its paratransit service - Access Link) since April 2011.
Of the more than 440,000 daily customers who used NJ TRANSIT services, 27,450 responded to the survey for a response rate of 6.2 percent, the second highest response rate achieved since the inception of the program.
NJ TRANSIT will begin year six of Scorecard this fall with nearly 400,000 customers completing the survey over the past five years.
The fourth quarter survey results show that the overall system-wide score has increased to 6.3. This score of 6.3 is the second highest score achieved in the twenty quarters that NJ TRANSIT has been measuring customer satisfaction. FY13 Q3 and FY14 Q1 each had an overall score of 6.4.
When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (77 percent) said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT, an increase of two percentage points since last quarter.
With approximately 258,000 average weekday riders, bus customers make up nearly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system was stable with a high of 6.4. Some top concerns for Bus customers were: On-time Performance, Fares, and Weekday PM Peak Schedule.
Contract Carriers, the private bus companies that operate service for NJ TRANSIT, saw significant improvement this quarter from 6.2 to 6.6 due to increases in all key drivers: Weekday AM Peak Schedule, Weekday PM Peak Schedule, On-time Performance, and Fares. North Jersey Local Bus slightly increased due to increases in key drivers: Weekday PM Peak Schedule, On-time Performance, and Fares. NY Interstate has continued to maintain a score of 5.9, the highest score achieved since the Scorecard was launched in April 2011. South Jersey also maintained its overall score of 7.2 this quarter.
Ridership on NJ TRANSIT's Rail system averaged nearly 141,000 customers on a weekday - representing approximately 32 percent of NJ TRANSIT's customers. The overall score for Rail significantly increased from 5.6 in the last quarter to 6.1 this quarter with an increase in overall satisfaction scores for all eight rail lines.
On the Northeast Corridor Line, scores for On-time Performance and Mechanical Reliability increased significantly and are no longer key drivers to improve. For the first time in twenty quarters, Mechanical Reliability is no longer a key driver to improve on the Montclair-Boonton Line and Northeast Corridor. As part of the tactics to improve scores, Rail Operations formed Process Improvement Teams at its Meadows Maintenance Facility. These teams are comprised of highly skilled individuals from NJ TRANSIT's Rail Technical Service Department, Quality Control Department and technicians from the Mechanical Department. The Process Improvement Team approach resulted in significant improvements in Mechanical Reliability and On-time Performance across the railroad.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly nine percent of our customer base - almost 40,000 customers ride the light rail system on an average weekday. Overall customer satisfaction slightly declined from 7.0 in the last quarter to 6.8 in the current quarter. The top concerns for Light Rail customers were Fares, Seating Availability, Safety and Security.
This quarter Handling of Service Disruptions for HBLR was added as a key driver as the score went from 6.3 to 5.2. This is most likely a direct result of a major incident involving a payloader truck tearing down overhead wire, which happened approximately one month prior to the survey. This led to severe delays and overcrowding, causing the overall satisfaction score for Light Rail to decline.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries about 4,700 customers on a typical weekday. Overall satisfaction increased from 7.8 to 8.0 this quarter. The top concerns for Access Link customers were: Scheduling, On-time Performance, Overall Trip Time, Comfort On-board, Reservationists and Fares.
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 in 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 (FY17 Q1) is scheduled to be administered September 15 through October 2, 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.