New Jersey Transit


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Customer Satisfaction Survey Results
Executive Summary
The 24th tracking period of NJ TRANSIT's online customer satisfaction survey was conducted from May 15th, 2017 through June 2nd, 2017, measuring the 4th 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.
Customers gave an overall system-wide satisfaction score of 5.6. When asked if customers would recommend NJ TRANSIT to their friends or relatives, less than 7 in 10 customers (65 percent) said they were "Very Likely" or "Somewhat Likely" to recommend NJ TRANSIT.
Bus
With 249,825 average weekday riders, Bus customers make up approximately 57 percent of NJ TRANSIT's customer base. The satisfaction score decreased slightly with a score of 6.5 this quarter from a score of 6.7 in the previous quarter. This quarter's score of 6.5 is slightly higher than the 6.4 score from this quarter last year. Some top concerns for Bus customers were On-time Performance, Fares, and Weekday PM Peak Schedule.
Rail
It is important to note that during this survey period rail customers traveling into New York experienced daily delays due to Amtrak speed restrictions into Penn Station New York.
Ridership on NJ TRANSIT's Rail system averaged 145,700 weekday customers, representing approximately 33 percent of NJ TRANSIT's customers. The Overall Satisfaction score for Rail saw a decrease from 6.0 in the previous quarter to 3.8 this quarter. The top concerns for Rail customers were On-Time Performance, Mechanical Reliability, Handling of Service Disruptions, and Announcements/Information during Service Disruptions.
Light Rail
Customers of NJ TRANSIT's three Light Rail lines make up nearly 9 percent of our customer base, with nearly 38,600 customers riding the light rail system on an average weekday. Light Rail customers' Overall Satisfaction decreased from 7.1 in the previous quarter to 6.7 in the current quarter. This quarter's score of 6.7 is slightly lower than the 6.8 score from this quarter last year. The top concerns for Light Rail customers were Fares and Security.
Access Link
Access Link, NJ TRANSIT's paratransit service for persons with disabilities, carries nearly 4,900 customers on a typical weekday. Overall Satisfaction for Access Link slightly decreased from 8.1 in the previous quarter to 8.0 this quarter and remains the highest overall customer satisfaction score among the sixteen markets measured. The top concerns for Access Link customers were Scheduling, On-time Performance, Comfort On-board, Overall Trip Time, and Reservationists.
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.
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.