New Jersey Transit

NJ TRANSIT Customer Satisfaction Survey
know our service: MAIN & BERGEN COUNTY
Average weekday ridership** 13,000 13,099 13,880 15,125 15,575 15,500 14,575 14,725
Percentage of System weekday ridership 3.1% 3.0% 3.1% 3.2% 3.3% 3.4% 3.3% 3.3%
know the score: MAIN & BERGEN COUNTY
2011 2011 2013 2014 2015 2016 2017 2017
Base Fall Fall Fall Fall Fall Spring Fall
Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score Mean Score
Overall Satisfaction with NJ TRANSIT 5.3 4.8 6.0 5.9 5.9 5.7 4.3 5.4
FACILITIES
Boarding Station/Stop Parking Availability 6.4 6.0 6.5 6.4 6.7 6.4 6.1 6.0
Boarding Station/Stop Parking Fee 5.6 5.6 6.1 6.4 6.7 6.4 6.2 6.0
Ease of Access and Exit from the Parking Lot 6.7 6.6 7.0 6.8 6.5 6.5
Safety of Parking Lot 6.6 6.6 6.9 6.7 6.4 6.5
Security of Parking Lot 6.2 6.2 6.6 6.3 6.1 6.8
Boarding Station/Shelter Condition 5.5 6.1 6.4 6.4 6.7 6.5 6.0 6.0
Boarding Station/Stop Cleanliness 6.5 6.3 6.8 6.6 6.8 6.8 6.2 6.3
Arrival Station/Stop/Terminal Condition 6.0 5.9 6.1 6.1 6.2 5.9 4.8 5.8
Overall Satisfaction with Facilities 5.8 6.3 6.2 6.4 6.2 5.2 5.8
SCHEDULING
Weekday AM Peak Schedule 5.7 6.4 6.5 6.5 6.3 5.6 6.0
Weekday Midday Schedule 4.8 4.7 5.2 5.0 5.8 5.7 4.9 5.3
Weekday PM Peak Schedule 5.3 6.1 6.0 6.3 6.1 5.3 5.7
Weekday Evening/Night Schedule 4.9* 3.8 4.4* 4.2* 4.8* 4.6* 4.0 4.4*
Weekend/Holiday Schedule 5.0 4.6 5.2 5.0 5.5 5.2 4.4 5.0
Overall Satisfaction with Scheduling 4.9 5.7 5.5 5.9 5.7 4.9 5.4
VEHICLES
Seating Availability 5.7 5.3 6.5 6.1 6.4 6.2 5.7 5.8
Comfort On-board 5.9 5.6 6.5 6.3 6.6 6.3 5.7 6.0
Cleanliness On-board 6.0 5.9 6.8 6.6 6.7 6.6 5.9 6.4
Overall Satisfaction Onboard the Vehicle 5.6 6.6 6.4 6.6 6.4 5.7 6.2
COMMUNICATIONS
Availability of NJ TRANSIT Information 5.6 5.6 6.3 6.3 6.5 6.1 5.2 5.7
Signage/Information Availability 5.5 5.5 6.2 6.3 6.4 6.0 5.3 5.7
NJ TRANSIT Website 6.5 6.3 6.8 6.7 6.8 6.4 5.7 6.0
My Transit 6.1 5.8 6.7 6.5 6.9 6.5 5.8 6.3
My Bus 5.1 5.1 6.1 5.9 6.4 5.9 5.1 5.6
PA/General Announcements 4.6 4.3 5.2 5.2 5.2 5.0 4.2 4.9
Availability of Accessible Service Information 4.8 5.9 6.0 6.1 5.6 4.8 5.5
Announcements/Information during Service Disruptions 4.0* 3.9* 4.8* 4.8 5.1 4.6 3.8* 4.4
Overall Satisfaction with Communications 4.8 5.6 5.6 5.8 5.4 4.6 5.1
OVERALL
On-time Performance 5.4 5.2 6.3 6.3 6.0 5.9 4.4 5.4*
Trip Time 5.7 5.4 6.4 6.4 6.3 6.2 4.9 5.7
Quality of Transfer 5.6 5.5 6.3 6.2 6.2 6.2 4.7 5.7
Handling of Service Disruptions 4.1* 3.8* 5.0 5.0* 5.2 4.9 3.4* 4.5
Employee Performance 6.7 6.0 6.9 6.8 7.0 6.7 6.0 6.6
Customer Service 5.8 5.2 6.3 6.1 6.4 6.0 5.1 5.9
Fares 3.8* 3.9* 5.1* 5.2* 4.8* 5.0* 4.1* 4.5*
Payment Options 7.2 7.1 7.6 7.7 7.7 7.5 7.2 7.3
Safety 7.2 7.0 7.3 7.2 7.3 6.8 6.2 6.4
Security 6.8 6.7 7.1 7.1 7.1 6.8 6.3 6.5
Reliability of Accessible Features 5.4 5.7 6.5 6.4 6.4 6.1 5.3 5.8
Mechanical Reliability 5.0* 4.8 6.0* 5.9* 6.0 5.5* 4.2* 5.3*
Overall Value for your Money 4.8 4.7 5.8 5.7 5.5 5.4 4.2 5.1
* Key driver attribute that needs to Improve
**Source: Market Analysis and Pricing Department
Willingness to recommend NJ TRANSIT to a friend or relative 72% 65% 79% 78% 75% 71% 50% 70%