New Jersey Transit


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Scorecard Customer Satisfaction Survey Results
Executive Summary
The 26th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from May 1, 2018 through May 22, 2018, measuring customer satisfaction during the spring of 2018. 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 5.9. When asked if customers would recommend NJ TRANSIT to their friends or relatives, 73 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 258,225 average weekday riders, Bus customers make up about 59 percent of NJ TRANSIT’s customer base. The satisfaction score increased with a score of 6.2 for the current spring 2018 survey from a score of 6.1 in the fall of 2018. On-time Performance, Weekday AM Peak Schedules, Weekday PM Peak Schedule, Weekday Evening/Night Schedules, Fares, Boarding Stop Parking Availability, and Overall Trip Time continue to be top concerns for Bus customers along with Cleanliness On-board which is a new concern during this survey period.
Rail
Ridership on NJ TRANSIT's Rail system averaged 134,925 weekday customers, representing approximately 31 percent of NJ TRANSIT’s customers. The Overall Satisfaction score for Rail decreased from 5.5 in the fall of 2017 to 5.2 for the current spring 2018 survey. The announcement of the Rail summer service adjustments right around the start of survey period (on May 3rd) may have impacted the rail scores.
The top concerns for Rail customers were On-Time Performance, Fares, and Mechanical Reliability.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines comprise about 8.5 percent of our customer base, with 37,075 customers riding the light rail system on an average weekday. Light Rail customers' Overall Satisfaction is 6.6 for both the current spring 2018 survey. Security, Fares, Seating Availability, Cleanliness On-Board, and Weekend/Holiday Schedule remained as top concerns for Light Rail customers along with Weekday Evening/Night Schedule which was a new concerns for this survey period.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries about 6,100 customers on a typical weekday. Overall Satisfaction for Access Link decreased from 7.5 in the fall 2017 to 7.3 for the current spring 2018 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 Comfort On-board.
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.