New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 14th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted November 10, 2014, through December 3, 2014, measuring the 2nd quarter of fiscal year 2015. 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," and then to identify which three attributes are 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 completes the fourteenth tracking period.
Of the more than 468,000 daily customers who used NJ TRANSIT services during this period, nearly 18,000 responded to the survey, a response rate of 3.8 percent. This was the sixth quarter with both an English and Spanish version of the questionnaire available to our customers. The number of customers taking the survey in Spanish continues to grow each quarter with 280 completed questionnaires during this time period.
System-wide, the overall satisfaction score increased slightly to 6.2, representing the second highest score since the program was implemented in April 2011.
When asked if customers would recommend NJ TRANSIT to their friends or relatives, more than 7 out of 10 customers (75 percent) said they were "Very Likely" or "Somewhat Likely" to recommend. Highest recommendation levels come from our Access Link customers (89%), whereas highest increases this quarter came from the NY Interstate Bus customer market, 67 percent this quarter vs 62 percent last quarter.
With approximately 300,000 average weekday riders, bus customers make up roughly 60% of NJ TRANSIT's customer base.
Overall customer satisfaction for our Bus system remained stable at 6.2. Some top concerns for bus were: On-time Performance, Weekday PM Peak Scheduling and Fares.
NJ TRANSIT has been working with the Port Authority of NY & NJ and the NYC Department of Transportation to improve traffic flow in and out of Port Authority Bus Terminal (PABT). The efforts at PABT have yielded positive results. Overall satisfaction for the NY Interstate Bus market increased from 5.0 last quarter to 5.4 this quarter. Many customers provided commendations regarding the recent improvements at the Port Authority Bus Terminal.
"Efforts to get buses to and from Port Authority at night have improved greatly," said Keith who rides Route 192. "Whatever changes were implemented in the past couple of months have been tremendous," said an anonymous customer who rides Route 324.
Ridership on NJ TRANSIT's Rail system averaged about 145,000 customers on a weekday during this period - representing approximately 31 percent of our customers. Rail customers' overall satisfaction increased from 5.7 last quarter to 5.9 this quarter. Top concerns for rail customers were: On-time Performance, Fares, Mechanical Reliability and Handling of Service Disruptions.
Rail Operations continues to strive to improve mechanical reliability and on-time performance. A recent initiative involves replacing exterior door components on NJ TRANSIT's oldest rail cars in an effort to minimize en route delays caused by malfunctioning equipment.
Light Rail
Riders of NJ TRANSIT's three Light Rail lines make up 8 percent of our customer base - almost 39,000 people ride the light rail systems on an average weekday. Overall satisfaction dipped to 7.0 from 7.2 last quarter. Safety and Security remain consistent concerns for Light Rail customers. NJ TRANSIT has installed an onboard camera system on all Newark and River LINE cars. A new program was launched to install an onboard camera system on Hudson-Bergen Light Rail cars.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries about 4,000 customers on a typical weekday. Overall satisfaction dipped from 8.3 last quarter to 8.0 this quarter. Top concerns for Access Link customers were: Scheduling, On-time Performance, Overall Trip Time, Comfort On-board, Reservationists, and Customer Service.
Next Steps
To achieve the FY15 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 2015) is scheduled to be administered February 23, 2015, through March 16, 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.