New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 19th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from February 16th, 2016 through March 7th, 2016, measuring the 3rd 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 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 more than 465,000 daily customers who used NJ TRANSIT services during this period, 30,276 responded to the survey. This is by far, the highest number of responses (a response rate of 6.5%) since the implementation of the survey. The largest increase in the response rate came from the Rail market, but significant increases were also achieved in all the markets.
The overall system wide score has remained constant at 6.2. 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 NJ TRANSIT.
With approximately 275,000 average weekday riders, bus customers make up nearly 60 percent of NJ TRANSIT’s customer base. Overall customer satisfaction for our Bus system increased slightly from 6.3 to 6.4 this quarter. Some top concerns for Bus customers were: On-time Performance, Fares, and Weekday PM Peak Schedule.
North Jersey Local Bus maintained the score at 6.6, South Jersey and Contract Carriers show slight declines. Interstate Overall Bus score saw a significant improvement from 5.6 to 5.9, the highest score achieved since the scorecard survey was launched in April 2011. Since 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 (Q1FY15) to 5.8 (Q3FY15), to 5.9 in the current quarter. Customers have made the following comments: "I first want to say that your bus service at the PABT during the evening rush hour has improved so much compared to about a year ago. I cannot thank you enough for the changes you have made for us" and, "Great job with the Port Authority Bus Terminal bus departures since you implemented the plan, the on-time performance during the evening peak has been great."
Ridership on NJ TRANSIT's Rail system averaged nearly 150,000 customers on a weekday - representing approximately 32 percent of NJ TRANSIT’s customers. Rail customers' overall satisfaction saw a decrease from 5.9 in the last quarter to 5.6 this quarter. The top concerns for rail customers were: Fares and Mechanical Reliability.
The largest decreases in satisfaction occurred on the Northeast Corridor and North Jersey Coast Line, primarily due to decreases in On-time Performance and Mechanical Reliability.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base - as more than 40,000 people ride the light rail system on an average weekday. Light rail customers' overall satisfaction increased from 6.7 in the last quarter to 7.0 the current quarter. The top concerns for light rail customers were: Fares, Seating Availability, Safety, Cleanliness On-board, Security, Weekday Evening/Night Schedule and Weekend/Holiday Schedule.
Overall satisfaction scores for all three Light Rail systems have increased for all the three lines from the last quarter. Newark Light Rail has increased the most, from 7.0 to 7.4, Hudson Bergen Light Rail increased from 6.6 to 6.8 and River LINE from 7.2 to 7.4.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,600 customers on a typical weekday. Overall satisfaction has decreased from 8.0 to 7.8 this quarter. The top concerns for Access Link customers were: Scheduling, On-time Performance, Overall Trip Time, Reservationists, Fares and Payment Options.
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 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 (4th quarter, fiscal year 2016) is scheduled to be administered May 15 2016 through June 6, 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 gave ratings on 42 attributes 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 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.