New Jersey Transit


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Customer Satisfaction Survey Results
Executive Summary
The 22nd tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from November 21st, 2016 through December 11th, 2016, measuring the 2nd 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.
Of the nearly 458,500 daily customers who used NJ TRANSIT services during this period, 20,470 customers responded to the survey.
The overall system-wide score saw a slight decrease from 6.4 to 6.2. When asked if customers would recommend NJ TRANSIT to their friends or relatives, nearly 8 in 10 customers (75 percent) said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT.
Bus
With approximately 266,800 average weekday riders, Bus customers make up nearly 60 percent of NJ TRANSIT's customer base. Overall customer satisfaction for our Bus system decreased from 6.5 to 6.3. Some top concerns for Bus customers were On-time Performance, Fares, and Weekday PM Peak Schedule.
North Jersey Local Bus decreased slightly from 6.8 to 6.7; Contract Carriers also showed a slight decline from 6.4 to 6.3. South Jersey saw an improvement from 7.3 to 7.4, and NY Interstate decreased from 6.0 to 5.7. The decrease in the score for the NY Interstate market may be partially attributed to traffic congestion associated with holiday travel in and around New York City, resulting in a decrease in On-time Performance.
Rail
Ridership on NJ TRANSIT's Rail system averaged approximately 146,000 customers on a weekday - representing approximately 32 percent of NJ TRANSIT's customers. The overall satisfaction score for Rail decreased from 6.1 to 5.9. The top concerns for Rail customers were Fares and Mechanical Reliability.
Seven out of the eight rail lines decreased in overall satisfaction. Northeast Corridor maintained a score of 6.3. The Pascack Valley Line had a noticeable decline as it was believed to be the result of a series of service impacts which have been addressed.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base - as approximately 41,000 customers ride the light rail system on an average weekday. Light Rail customers' overall satisfaction slightly decreased from 7.0 in the previous quarter to 6.9 in the current quarter. The top concerns for Light Rail customers were Fares, Seating Availability, Safety, Cleanliness On-board, and Security.
Overall satisfaction scores for Newark Light Rail slightly increased from 7.3 to 7.4. Hudson-Bergen Light Rail and River LINE saw slight declines in overall satisfaction this quarter.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries about 4,800 customers on a typical weekday. Overall satisfaction for Access Link has remained constant at 7.7 this quarter and remains the highest overall customer satisfaction score among the 16 markets measured. The top concerns for Access Link customers were On-time Performance, Scheduling, and Trip Time.
Next Steps
To achieve the FY17 customer satisfaction goal of 6.5, the Corporation will focus on maintaining the key drivers that exceeded the goal for that market and improve the key drivers where scores are low and customer impact is high for that 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 (3rd quarter, fiscal year 2017) is scheduled to be administered February 13, 2017 through March 3, 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.