NEWARK — NJ Transit customers gave the agency a slightly higher overall satisfaction rating, but rail customers were less pleased with service, according to the second quarter scorecard data released this week. The customer satisfaction survey ratings are part of the agency’s “Scorecard” initiative to provide the public with a clear measurement of how the corporation is performing.
Customers rated their overall satisfaction with NJ Transit service as “acceptable” or “satisfactory,” with a score of 5.3, a slight increase compared to the baseline survey’s overall rating of 5.2.
Rail customers gave NJ Transit an overall score of 4.2, a slight decline from the baseline score of 4.5. Customers ranked on-time performance, fares, mechanical reliability, the handling of service disruptions and information during service disruptions as the most important attributes that need improvement. Approximately 130,000 customers ride NJ Transit trains on a typical weekday, comprising about 31 percent of all NJ Transit customers.
Bus customers rated their overall satisfaction with service at a 5.6, slightly higher than the 5.5 rating from the first survey. The most important areas for NJ Transit to improve again included on-time performance, fares and the weekday PM peak and evening schedules. About 250,000 people use NJ Transit’s interstate and local bus system on a typical weekday, representing 60 percent of all NJ Transit customers.
NJ Transit Executive Director James Weinstein said that more needs to be done to improve overall customer satisfaction and highlighted some of the steps the agency is taking to that end.
“The customer satisfaction survey results are driving NJ TRANSIT’s understanding of what really matters to customers, enabling us to better respond to their needs and demands,” said Weinstein. “While these results show that overall we’re moving in the right direction, we need to continue to work to make meaningful changes and improvements that increase customer satisfaction.”
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