New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 18th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from November 16th, 2015 through December 8th, 2015 measuring the 2nd 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 the three most important attributes. 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.
Of the more than 470,000 daily customers who used NJ TRANSIT services during this period, 22,248 responded to the survey. Although responses were lower than last quarter due to the Thanksgiving Holiday, it has increased significantly from the same period last year. This is also the tenth quarter that a Spanish version of the questionnaire has been offered.
The overall system wide score increased slightly from 6.1 to 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 280,000 average weekday riders, bus customers make up nearly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system remained constant at 6.3 this quarter. Some top concerns for Bus customers were: On-time Performance, Fares, and Weekday PM Peak Schedule.
The North Jersey Local Bus, which is our largest bus market, maintained its overall satisfaction score of 6.6, while Interstate Bus decreased slightly from 5.7 to 5.6. 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 5.4 (Q2FY15) and to 5.8 (Q3FY15, Q4FY15).
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 increased significantly from 5.6 last quarter to 5.9 this quarter. The top concerns for rail customers were: Fares and Mechanical Reliability.
The largest increases in customer satisfaction occurred on the Montclair-Boonton (4.8 to 5.5), Morris & Essex (5.0 to 5.4), and North Jersey Coast Lines (5.3 to 5.7). Quality of Transfer has continued to increase on the Raritan Valley line and is no longer a key driver this quarter. A Raritan Valley customer commented: "Love the direct rail to NYC", and another commented, "I love the direct service late at night during the week."
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base - as almost 40,000 people ride the light rail system on an average weekday. Light rail customers' overall satisfaction decreased from 7.2 last quarter to 6.7 this quarter. The top concerns for light rail customers were: Fares, Seating Availability, Safety and Security.
Overall satisfaction scores for all three Light Rail systems have declined from last quarter. Hudson Bergen Light Rail has decreased from 7.1 to 6.6. Newark Light Rail has decreased from 7.3 to 7.0 and RiverLINE has decreased from 7.4 to 7.2.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,400 customers on a typical weekday. Overall satisfaction increased from 7.8 to 8.0 this quarter. The top concerns for Access Link customers were: On-time Performance, Scheduling, Overall Trip Time, Reservationists, Comfort On-Board, Fares and Customer Service.
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 (3rd quarter, fiscal year 2016) is scheduled to be administered February 15 2016 through March 7, 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.