New Jersey Transit


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Customer Satisfaction Survey Results
Executive Summary
The 25th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from November 8th, 2017 through December 1st, 2017, measuring customer satisfaction during the fall of 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 6.0. When asked if customers would recommend NJ TRANSIT to their friends or relatives, 75 percent said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT.
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.
Bus
With 265,550 average weekday riders, Bus customers make up nearly 59 percent of NJ TRANSIT's customer base. The satisfaction score decreased with a score of 6.1 for the current fall 2017 survey from a score of 6.5 in the spring of 2017. On-time Performance, Weekday PM Peak Schedule, and Fares continue to be top concerns for Bus customers along with some new concerns including Weekday AM Peak Schedule, Boarding Stop Parking Availability, Weekday Evening/Night Schedule, and Overall Trip Time.
Rail
Ridership on NJ TRANSIT's Rail system averaged 140,275 weekday customers, representing approximately 31 percent of NJ TRANSIT's customers. The Overall Satisfaction score for Rail increased from 3.8 in the spring of 2017 when rail customers traveling into New York experienced daily delays due to Amtrak speed restrictions into Penn Station New York to 5.5 for the current fall 2017 survey. The top concerns for Rail customers were On-Time Performance, Fares, Mechanical Reliability and Weekend/Holiday schedule.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base, with 40,150 customers riding the light rail system on an average weekday. Light Rail customers' Overall Satisfaction remained the same at 6.7 for both the spring and fall 2017 surveys. Security and Fares remained as top concerns for Light Rail customers along with new concerns including Seating Availability, Weekday PM Peak Schedule, Cleanliness On-Board, Boarding Station Parking Availability and Weekend/Holiday Schedule.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries about 4,980 customers on a typical weekday. Overall Satisfaction for Access Link decreased from 8.0 in the spring 2017 to 7.5 for the current fall 2017 survey. Although the overall satisfaction score decreased for Access Link, it has the highest overall customer satisfaction score among the sixteen markets measured. The top concerns for Access Link customers were Scheduling, On-time Performance, Reservationists, Overall Trip Time, Fares, and Payment Options.
Next Steps
To achieve a 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 within 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.