New Jersey Transit

Customer Satisfaction Survey Results
Executive Summary
The 12th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted May 5, 2014 through May 26, 2014, measuring the 4th quarter of fiscal year 2014. Customers were asked to rate NJ TRANSIT on 42 service attributes on a scale of "0" to "10," where "0" is "Not Acceptable" and "10" is "Excellent," and then to identify which three attributes are most important.
This was the fourth quarter with both an English and Spanish version of the questionnaire available to our customers.
Of the nearly 420,000 daily customers who used NJ TRANSIT services during this period, 23,401 responded to the survey, a response rate of 5.6 percent - our highest response rate since the inception of the survey in 2011.
System-wide, overall satisfaction scores this quarter increased by .3 to 6.1, just .4 points short of our annual goal of 6.5. Overall, satisfaction levels on our Bus, Rail, and Light Rail services all increased from the previous quarter.
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. This rating reflects the hard work of our employees to improve the overall customer experience.
Almost 250,000 people use the NJ TRANSIT interstate and local bus system on an average weekday, representing 60 percent of all NJ TRANSIT customers.
Overall customer satisfaction for our Bus system increased from last quarter to 6.1. Some top concerns for bus are: On-time Performance and Weekday PM Peak Scheduling.
Ridership on NJ TRANSIT's Rail system averaged more than 130,000 customers on an average weekday during this period - representing 31 percent of our customers. Rail customers' overall satisfaction increased .7 from last quarter to 5.9 this quarter. Some top concerns for rail customers are: On-time Performance, Fares, and Mechanical Reliability.
Light Rail
Riders of NJ TRANSIT's three Light Rail lines make up 8 percent of our customer base - more than 33,000 people ride the light rail systems on an average weekday. Overall satisfaction increased slightly to 7.2. Customers consistently point to Fares, Seating Availability, Security, Safety, Cleanliness On-board, and Weekend/Holiday Schedule as their top concerns.
Access Link
Access Link, NJ TRANSIT's para-transit service for persons with disabilities, carries more than 3,500 customers on a typical weekday. Overall satisfaction fell 0.4 from last quarter to 7.7 this quarter. Access Link customers continue to cite Scheduling of Trips, On-time Performance, Overall Trip Time, Reservationists, and Comfort On-board as their top concerns.
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 itself a clear window into how the Corporation is performing.
The next survey (1st quarter, fiscal year 2015) is scheduled to be administered August 11, 2014, through September 1, 2014.
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.