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A Message From Your Customer Advocate |
A Message From Your Customer Advocate
I'm Stewart Mader, NJ TRANSIT's new Customer Advocate and Chief Customer Experience Officer. During my first 100 days, I've focused on four key areas: in-person engagement on buses, trains, and light rail; beginning a redesign of our website; strengthening our use of social media; and using video to share the inner workings of transit with you.
Regarding onboard engagement, I met with customers on trains affected by the summer Amtrak infrastructure renewal work at Penn Station New York to provide information, answer questions and help develop alternate travel plans. I also rode with Pascack Valley Line customers to inform them of important maintenance work affecting midday and weekend train service. I rode the No. 167 bus with customers, on my way to a bus service forum in Teaneck hosted by State Senator Loretta Weinberg. I've also been out riding with customers on the Nos. 1, 22, 25, 89, 119, 126, 171, 175, 178 and 182 bus routes.
Along the way, the insights and questions you're sharing with me, as well as my own observations, are informing our broader customer experience strategy. Next, I'll be in South Jersey on buses, the River Line and the Atlantic City Rail Line.
Switching to digital, we're building a new njtransit.com. We've already released a new homepage, redesigned “System Status” by placing it front-and-center on the homepage, and redesigned DepartureVision and MyBus to put the focus on the information you need. We plan frequent releases of new website enhancements, including suggestions you share with us via the “Website Feedback” link on the homepage.
On social media, we've enhanced our service-specific Twitter accounts with individual line branding. Each service-specific account is now the primary place to get real-time service updates for a particular train, light rail or bus line. The @NJTRANSIT account will share broader news, updates and initiatives regarding our statewide transit system. We're also enhancing our engagement with you, providing more context in our responses and sharing the why behind what we do.
Finally, I'm developing videos to reach as many customers as possible, helping you build resiliency into your travel habits and taking you behind the scenes to see how we get you on your way.
In my travels, I've been most impressed by our train crews, bus operators, mechanics, maintainers, office staff and other NJ TRANSIT colleagues who believe in the promise of public transit to connect our communities, enhance our environment and strengthen our state.
It's a pleasure to serve you. Thanks for reading. I'll see you onboard.