New Jersey Transit


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NJ TRANSIT Customer Satisfaction Survey
know our service: NEWARK LIGHT RAIL
Average weekday ridership** 9,000 10,075 9,025 8,725 9,550 10,250 10,225 9,675
Percentage of System weekday ridership 2.1% 2.3% 2.1% 2.1% 2.2% 2.3% 2.3% 2.2%
know the score: NEWARK LIGHT RAIL
FY2011 FY2012 FY2013 FY2014 FY2015 FY2016 FY2017 FY2017
Base 4th Quarter 4th Quarter 4th Quarter 4th Quarter 4th Quarter 3rd Quarter 4th Quarter
Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 6.5 7.2 7.3 7.2 7.4 7.4 7.2 7.2
FACILITIES
Boarding Station/Stop Parking Availability 5.7 6.7 6.9 7.1* 7.3* 7.4 7.3 7.3
Boarding Station/Stop Parking Fee 5.7 6.6 7.4 6.9 7.3 7.2 7.3 7.6
Ease of Access and Exit from the Parking Lot 6.6 7.3 7.4 7.9 7.4 7.4 7.5
Security of Parking Lot 5.3 6.4 6.5 7.2 6.8 6.7 7.0
Safety of Parking Lot 5.2 6.6 6.7 7.4 6.9 6.8 7.0
Boarding Station/Shelter Condition 6.2 6.9 7.3 7.4 7.5 7.5 7.3 7.2
Boarding Station/Stop Cleanliness 6.3 6.8 7.2* 7.3 7.5 7.4 6.9 7.1
Arrival Station/Stop/Terminal Condition 6.3 7.0 7.2 7.2 7.2 7.3 7.1 7.2*
Overall Satisfaction with Facilities 7.0 7.3 7.3 7.4 7.4 7.3 7.3
SCHEDULING
Weekday AM Peak Schedule 7.6 8.1 7.9 7.9 7.8 7.8 7.6
Weekday Midday Schedule 6.1 6.6 7.4 7.4 7.2 7.2 7.3 7.3
Weekday PM Peak Schedule 7.1 7.8 7.6 7.5 7.6 7.7 7.4
Weekday Evening/Night Schedule 5.9* 6.3 6.3 6.2 6.6 6.6 6.6 7.1
Weekend/Holiday Schedule 4.8 5.4* 5.5 5.2* 5.6 5.9* 6.1 6.8
Overall Satisfaction with Scheduling 6.7 7.2 6.9 7.3 7.3 7.4 7.4
VEHICLES
Seating Availability 6.9 7.1* 7.6 7.6 7.6 7.7 7.5 7.8
Comfort On-board 7.0 7.3 7.7 7.5 7.7 7.6 7.4 7.7
Cleanliness On-board 6.7 6.8* 7.4 7.3 7.3* 7.5 7.1* 7.3
Overall Satisfaction On-board the Vehicle 7.2 7.6 7.6 7.6 7.8 7.3 7.6
COMMUNICATIONS
Availability of NJ TRANSIT Information 6.3 7.1 7.0 7.2 7.3 7.3 7.3 7.2
Signage/Information Availability 6.2 7.0 6.9 7.1 7.3 7.1 7.3 7.0
NJ TRANSIT Website 7.2 7.4 7.5 7.6 7.5 7.7 7.6 7.7
My Transit 6.9 7.4 7.5 7.6 7.7 7.6 7.4 8.0
My Bus 6.3 7.4 7.1 7.4 7.8 7.6 7.4 8.1
PA/General Announcements 5.4 6.3 6.4 6.6 6.7 6.5 6.6 6.7
Availability of Accessible Service Information 6.8 6.9 6.9 7.6 7.0 7.1 7.0
Announcements/Information during Service Disruptions 5.0* 6.3 6.5 6.4 6.5 6.4 6.4 6.3
Overall Satisfaction with Communications 6.6 6.9 7.0 7.1 6.9 7.0 6.9
OVERALL
On-time Performance 6.8 7.1* 7.4 7.3 7.6 7.5 7.6 7.5
Trip Time 7.4 7.6 7.8 7.7 8.0 7.9 8.0 7.9
Quality of Transfer 6.4 7.4 7.4 7.4 7.8 7.6 7.5 7.8
Handling of Service Disruptions 5.6* 6.4 6.7 6.7 6.9 6.7 6.8 6.5
Employee Performance 6.9 7.3 7.3 7.4 7.7 7.5 7.4 7.4
Customer Service 6.5 7.0 7.1 7.2 7.4 7.2 7.2 7.3
Fares 6.0* 6.5* 6.9* 6.9* 7.0* 6.9* 6.9* 6.9*
Payment Options 7.4 7.4 7.9 7.7 8.1 7.8 7.6 7.9
Safety 6.8 6.7* 6.7* 7.0* 7.2* 7.4 7.0* 7.1*
Security 6.1* 6.3* 6.4* 6.7* 7.0* 7.0* 6.7* 7.0
Reliability of Accessible Features 5.5 6.9 7.1 7.3 7.1 7.2 7.2 7.1
Mechanical Reliability 6.7 7.1 7.4 7.3 7.5 7.3 7.4 7.3
Overall Value for your Money 6.8 7.1 7.3 7.1 7.4 7.2 7.2 7.3
* Key driver attribute that needs to Improve
**Source: Market Analysis and Pricing Department
Willingness to recommend NJ TRANSIT to a friend or relative 84% 86% 89% 85% 86% 89% 82% 79%