New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 17th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted September 10th, 2015 through October 1st, 2015 measuring the 1st 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 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, and this quarter marks the beginning of the fifth year of the program.
Of the more than 470,000 daily customers who used NJ TRANSIT services during this period, 25,449 responded to the survey – the highest number of responses since the inception of the survey. This is also the ninth quarter that a Spanish version of the questionnaire has been offered.
The overall system wide score declined only slightly from 6.2 to 6.1. Effective October 1st, 2015, NJ TRANSIT increased fares for the first time in five years and Fares, which has been a key driver for the system in all quarters, experienced a decrease in score of .2 this quarter.
NJ TRANSIT launched its new smartphone application in September, which unites the features of the existing MyTix application with Departure Vision, My Bus, and Trip Planner. It also provides a link to text or call NJ TRANSIT police. Customers were happy to see the launch of the app. One customer commented: "Love the NJ Transit App! Always use that to buy tickets, no lines, no waiting!"
When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (75 percent) said they were "Very Likely" or "Somewhat Likely" to recommend. Likelihood to recommend has increased slightly for North Jersey Local Bus, Raritan Valley Line, and Pascack Valley Line.
With approximately 280,000 average weekday riders, bus customers make up roughly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system decreased slightly from 6.4 to 6.3 this quarter. Some top concerns for Bus were: On-time Performance, Fares, and Weekday PM Peak Schedule. Among Bus, Overall Satisfaction scores in our two largest bus markets, North Jersey Local Bus and Interstate Bus, declined only slightly by .1 this quarter.
Effective September 8th, the Port Authority Bus Terminal instituted new gate assignments intended to streamline operations and enhance the overall customer experience at the terminal. NJ TRANSIT ran an extensive ambassador program to inform customers of the changes. These efforts were reflected in the scores for On-time Performance in the Interstate Bus market, which continued to improve and are at the 2nd highest level since the inception of the survey. One customer commented, "I do want to compliment you on the communication campaign you had for the gate changes recently. That was very well planned and organized. It was great to see everyone out in the yellow vests really looking to help customers. I really appreciated that." Another customer commented "I am extremely happy with the changes that you implemented starting on Sep 8. I love the new gates that the 165 buses are at and I thought that the implementation was extremely successful. I was not confused at all and I felt that there was someone to help me at every corner in the port. I assume that you have been collecting data to help you make the decision on which bus to put at which gates. You did a great job analyzing that data and providing commuters with a better commute."
Ridership on NJ TRANSIT's Rail system averaged about 146,600 customers on a weekday during this period - representing approximately 31 percent of our customers. Rail customers' overall satisfaction dipped to 5.6 this quarter from 5.8 last quarter. Top concerns for rail customers were: Fares and Mechanical Reliability.
Montclair-Boonton and Morris & Essex line experienced significant service disruptions during the survey period and scores for both markets declined significantly. Quality of Transfer score has continued to improve for Raritan Valley Line as a result of direct service on some midday and evening trains.
Light Rail
Riders of NJ TRANSIT's three Light Rail lines make up more than 8 percent of our customer base - almost 40,000 people ride the light rail systems on an average weekday. Overall satisfaction scores have come down slightly for all modes except for Light Rail, which experienced an increase from 7.0 to 7.2. Overall satisfaction scores for Hudson-Bergen Light Rail and River LINE have both improved since the prior quarter. For both of these markets, scores for all key drivers have improved, including scores for Seating Availability, Safety and Security. These are areas that Light Rail Operations have continuously focused on improving through initiatives like the installation of onboard security cameras and deployment of higher-capacity cars.
Top concerns for Light Rail customers include: Fares, Seating Availability, Safety, Cleanliness On-board, Security, and Weekend/Holiday Schedule.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,500 customers on a typical weekday. Overall satisfaction declined from 8.1 to 7.8 this quarter. Top concerns for Access Link customers were: Scheduling, On-time Performance, Overall Trip Time, Reservationists, Fares and Customer Service. It is the third time that Customer Service has become a key driver for Access Link since the survey initiated.
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 (2nd quarter, fiscal year 2016) is scheduled to be administered November 16, 2015 through December 7, 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.