NJ Transit Customer Survey Reveals Lots Of Room For Improvement

NEWARK – This spring, NJ Transit conducted its first systemwide customer satisfaction survey. The results are in, and the public transit agency passed – barely. Customers rated NJ Transit’s service as “acceptable” or “satisfactory” with a score of 5.2 on a 0 to 10 scale.

NJ Transit’s busses, used by 260,650 people on an average weekday, earned a 5.5 score. Customers were unhappy with evening schedules, on-time performance and fares.


NJ Transit’s 131,550 weekday rail customers rated their satisfaction with at 4.5. Low scores for on-time performance, handling of service disruptions, announcements during service disruptions and mechanical reliability lowered the overall number. Customers were also unhappy with fares and overall value.

The light rail system, used by 33,000 customers on an average weekday, earned relatively high marks. Overall, it received a 6.5 score with no individual attributes falling below the 5.0 threshold. The survey suggests that there is room for improvement in weekend scheduling and announcements during service disruptions.

Approximately 19,000 customers responded to the online survey, which will be repeated quarterly. Visit NJ Transit’s website to see the full scorecard.


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