New Jersey Transit


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Customer Satisfaction Survey Results
Executive Summary
The 23rd tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from February 13th, 2017 through March 3rd, 2017, measuring the 3rd quarter of Fiscal Year 2017. 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 from the list of 42 attributes they have 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.
Customers gave an overall system-wide satisfaction score of 6.5, which is the highest score since the inception of the survey in April 2011. When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (78 percent) said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT.
Bus
With 261,600 average weekday riders, Bus customers make up nearly 60 percent of NJ TRANSIT's customer base. The Bus system achieved its highest score ever since the inception of the survey with an Overall Satisfaction score of 6.7. Some top concerns for Bus customers were On-time Performance, Fares, Weekday PM Peak Schedule, and Boarding Station/Stop Parking Availability.
All Bus markets saw an increase in Overall Satisfaction score over the prior quarter's survey: North Jersey Local Bus increased from 6.7 to 6.9, NY Interstate increased from 5.7 to 6.3, South Jersey increased from 7.4 to 7.6, and Contract Carriers also increased from 6.3 to 6.7.
Rail
Ridership on NJ TRANSIT's Rail system averaged approximately 146,300 weekday customers, representing approximately 32 percent of NJ TRANSIT's customers. The Overall Satisfaction score for Rail saw an increase from 5.9 in the previous quarter to 6.0 this quarter. The top concerns for Rail customers were Fares and Mechanical Reliability.
Seven out of the eight rail lines either maintained or increased in overall satisfaction. Pascack Valley Line scored 5.7 this quarter, back up to maintaining its score of 5.7 or higher since Q1FY16, after a one-time decrease last quarter.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base, with approximately 40,300 customers riding the light rail system on an average weekday. Light Rail customers' Overall Satisfaction increased from 6.9 in the previous quarter to 7.1 in the current quarter. The top concerns for Light Rail customers were Fares, Seating Availability, Safety, Security, Cleanliness On-board, and Comfort On-board.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries nearly 5,000 customers on a typical weekday. Overall Satisfaction for Access Link increased from 7.7 last quarter to 8.1 this quarter and remains the highest overall customer satisfaction score among the sixteen markets measured. The top concerns for Access Link customers were Scheduling, On-time Performance, Overall Trip Time, Comfort On-board, Reservationists, Fares, and Payment Options.
Next Steps
To maintain the FY17 customer satisfaction goal of 6.5, the Corporation will focus on sustaining the service attributes that scored above the Overall Satisfaction rating for that market, and improving the attributes where scores are below the Overall Satisfaction score and customers place importance on that attribute with the market.
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 2017) is scheduled to be administered May 15th, 2017 through June 2nd, 2017.
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.