| In the aftermath of Superstorm Sandy, NJ TRANSIT postponed its quarterly customer satisfaction survey which was scheduled to be taken in November 2012. The results shown were obtained in February 2013 when our normal survey cycle resumed. The quarterly customer satisfaction survey continues to be the focal point of our efforts as the information gleaned from it sets the priorities of the organization. |
| The seventh installment of Scorecard's quarterly customer satisfaction survey was conducted online and in the field between February 4 and February 25, 2013. Of the 415,549 customers who used NJ TRANSIT service on a typical weekday during this time period, 14,326 responded to the survey. Customers were asked to rate NJ TRANSIT on 41 attributes of service on a scale of "0" to "10," where "0" is "Not Acceptable" and "10" is "Excellent." This survey is broadly representative of peak period riders, as it was a self-selected sample of customers motivated to respond. |
| System-wide overall satisfaction scores rose to a new high of 6.4 from the score of 6.0 in the first quarter, leaving us just shy of our FY2013 goal of 6.5. Overall satisfaction increased across all modes with the exception of Access Link, which still reflects the highest score in the system. |
| When asked if they would recommend NJ TRANSIT to their friends or relatives, almost 8 of 10 customers, 78% were Very Likely or Somewhat Likely to recommend our services. This rating reflects an increasing level of satisfaction with NJ TRANSIT's services and is credited to the hard work of our employees during these trying times. |
| Almost 261,265 people use the NJ TRANSIT interstate and local bus system on an average weekday, representing 63 percent of all NJ TRANSIT customers. |
| Overall customer satisfaction for our Bus system rose to 6.4. Satisfaction by region breaks down as follows: South Jersey 7.2, North Jersey Local 6.8, and Contract Carriers 6.8. New York Interstate customers rate NJ TRANSIT at a 5.7, marking their top concerns as improving On-time Performance at the Port Authority Bus Terminal and Weekday PM Peak Scheduling. |
| Ridership on NJ TRANSIT's Rail system averaged 118,882 customers on an average weekday during this period, representing 28 percent of our customers. Rail customers' overall satisfaction continues to rise, reaching a survey history high of 5.9. Customers cite mechanical reliability and Handling of Service Disruptions as their top concerns. |
| Riders of NJ TRANSIT's three Light Rail lines comprise 7.8 percent of our customer base. More than 32,227 people ride the light rail systems on an average weekday. Overall satisfaction rose to a record 7.4, with Newark Light Rail's customer rating at 7.6, River Line at 7.6, and the Hudson-Bergen Light Rail at 7.3. |
| Access Link, NJ TRANSIT's paratransit service for persons with disabilities carries 3,176 customers on a typical weekday. The service continues to garner high overall customer service ratings, dipping slightly to 8.1 this quarter. With high ratings come high expectations as Access Link customers cite On-time Performance, Overall Trip Time, Comfort On-board and Scheduling of Trips as their top concerns. |
| In order to meet the new goal of 6.5 for overall customer satisfaction, NJ TRANSIT is focusing on improving On-time Performance and scheduling of buses at the Port Authority Bus Terminal. Key areas of focus on the railroad are increasing Mechanical Reliability and Handling Service Disruptions. |
| 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 itself a clear window into how the Corporation is performing. |
| 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 41 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 41 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. |
