New Jersey Transit


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NJ TRANSIT Customer Satisfaction Survey
Know the Score:
NEWARK LIGHT RAIL		 Historical Scores Current
Scores
2011 2013 2014 2015 2016 2017 2017 2018
Base Spring Spring Spring Spring Spring Fall Spring
Mean
Score		 Mean
Score		 Mean
Score		 Mean
Score		 Mean
Score		 Mean
Score		 Mean
Score		 Mean
Score
Overall Satisfaction with NJ TRANSIT 6.5 7.3 7.2 7.4 7.4 7.2 7.1 6.8
Willingness to recommend NJ TRANSIT
to a friend or relative 		84% 89% 85% 86% 89% 79% 89% 87%
FACILITIES
Boarding Station/Stop Parking Availability 5.7 6.9 7.1 7.3 7.4 7.3 6.4 6.3
Boarding Station/Stop Parking Fee 5.7 7.4 6.9 7.3 7.2 7.6 6.6 6.3
Ease of Access and Exit from the Parking Lot 7.3 7.4 7.9 7.4 7.5 6.8 6.7
Safety of Parking Lot 6.6 6.7 7.4 6.9 7.0 6.9 6.5
Security of Parking Lot 6.4 6.5 7.2 6.8 7.0 6.4 6.1
Boarding Station/Shelter Condition 6.2 7.3 7.4 7.5 7.5 7.2 6.7 6.6
Boarding Station/Stop Cleanliness 6.3 7.2 7.3 7.5 7.4 7.1 6.5 6.5
Arrival Station/Stop/Terminal Condition 6.3 7.2 7.2 7.2 7.3 7.2 6.2 6.7
Overall Satisfaction with Facilities 7.3 7.3 7.4 7.4 7.3 6.6 6.4
SCHEDULING
Weekday AM Peak Schedule 8.1 7.9 7.9 7.8 7.6 7.3 7.2
Weekday Midday Schedule 6.1 7.4 7.4 7.2 7.2 7.3 6.6 6.6
Weekday PM Peak Schedule 7.8 7.6 7.5 7.6 7.4 7.0 7.0
Weekday Evening/Night Schedule 5.9 6.3 6.2 6.6 6.6 7.1 6.0 5.9
Weekend/Holiday Schedule 4.8 5.5 5.2 5.6 5.9 6.8 5.6 5.4
Overall Satisfaction with Scheduling 7.2 6.9 7.3 7.3 7.4 6.6 6.8
VEHICLES
Seating Availability 6.9 7.6 7.6 7.6 7.7 7.8 7.1 6.9
Comfort On-board 7.0 7.7 7.5 7.7 7.6 7.7 6.9 6.8
Cleanliness On-board 6.7 7.4 7.3 7.3 7.5 7.3 6.8 6.4
Overall Satisfaction On-board the Vehicle 7.6 7.6 7.6 7.8 7.6 7.1 6.8
COMMUNICATIONS
Availability of NJ TRANSIT Information 6.3 7.0 7.2 7.3 7.3 7.2 6.5 6.4
Signage/Information Availability 6.2 6.9 7.1 7.3 7.1 7.0 6.6 6.2
NJ TRANSIT Website 7.2 7.5 7.6 7.5 7.7 7.7 6.8 6.6
My Transit 6.9 7.5 7.6 7.7 7.6 8.0 7.1 6.7
My Bus 6.3 7.1 7.4 7.8 7.6 8.1 7.1
PA/General Announcements 5.4 6.4 6.6 6.7 6.5 6.7 6.0 5.9
Availability of Accessible Service Information 6.9 6.9 7.6 7.0 7.0 6.4 6.6
Announcements/Information during Service Disruptions 5.0 6.5 6.4 6.5 6.4 6.3 5.7 5.8
Overall Satisfaction with Communications 6.9 7.0 7.1 6.9 6.9 6.2 6.1
OVERALL
On-time Performance 6.8 7.4 7.3 7.6 7.5 7.5 6.9 6.7
Trip Time 7.4 7.8 7.7 8.0 7.9 7.9 7.6 7.2
Quality of Transfer 6.4 7.4 7.4 7.8 7.6 7.8 7.2 7.0
Handling of Service Disruptions 5.6 6.7 6.7 6.9 6.7 6.5 5.9 6.0
Employee Performance 6.9 7.3 7.4 7.7 7.5 7.4 7.2 7.0
Customer Service 6.5 7.1 7.2 7.4 7.2 7.3 6.7 6.9
Fares 6.0 6.9 6.9 7.0 6.9 6.9 6.5 6.0
Payment Options 7.4 7.9 7.7 8.1 7.8 7.9 7.2 6.9
Safety 6.8 6.7 7.0 7.2 7.4 7.1 6.8 6.5
Security 6.1 6.4 6.7 7.0 7.0 7.0 6.3 6.0
Reliability of Accessible Features 5.5 7.1 7.3 7.1 7.2 7.1 6.7 6.5
Mechanical Reliability 6.7 7.4 7.3 7.5 7.3 7.3 6.8 6.6
Overall Value for your Money 6.8 7.3 7.1 7.4 7.2 7.3 6.9 6.6
RIDERSHIP DATA
Average weekday ridership 9,000 9,025 8,725 9,550 10,250 9,675 9,500 9,300
Percent of System weekday ridership 2.1% 2.1% 2.1% 2.2% 2.3% 2.2% 2.1% 2.1%
Key Drivers attributes shown in Orange Italics are Key Drivers from the current survey
Scores shown in Orange are Key Drivers from the current survey and previous surveys