NEWARK — Nearly 75 percent of the customers polled in the agency’s latest customer satisfaction survey said they would recommend NJ Transit to a friend, relative or neighbor, up from 66 percent in the previous quarter.
“Three out of every four NJ Transit customers recommending our service represents a strong show of confidence in New Jersey’s transit system,” said Executive Director James Weinstein. “At NJ Transit, we consider this to be ‘The Ultimate Question,’ one that will best guide our efforts to serve customers well.”
NJ Transit today revealed the results of the agency’s latest customer satisfaction survey as part of “Scorecard,” an initiative designed to provide the public with a clear measurement of how the organization is performing, while driving strategic decisions to improve the overall customer experience.
At today’s regularly scheduled Board of Directors meeting, Weinstein, NJ Transit Board Chairman and New Jersey Department of Transportation Commissioner James Simpson, and NJ Transit staff highlighted some of the steps the agency has taken to improve overall customer satisfaction, as survey ratings for the third quarter of Fiscal Year 2012 (FY12) increased compared to previous results.
“By measuring ourselves in critical areas and seeking regular input from our customers, Scorecard is effectively transforming NJ Transit into a more transparent, accountable and results-driven organization,” said Simpson.
The third quarter surveys were conducted online at njtransit.com and in the field between February 21 and March 12, a period in which customers experienced two major Northeast Corridor rail disruptions on March 5 and 6. The survey asked bus, rail, light rail and Access Link customers to rate NJ Transit on a scale of 0 to 10.
For the third quarter of FY12, customers rated their overall satisfaction with NJ TRANSIT service as “acceptable” or “satisfactory,” with a score of 5.8, an increase of 13.7 percent over last quarter’s score of 5.1, making substantial progress toward the agency’s FY 2012 goal of 6.0.
Bus customers rated their overall satisfaction with service at a 5.9, higher than the 5.4 rating from the previous quarter. The most important areas for NJ Transit to improve again included on-time performance, fares and the weekday evening peak schedule. About 269,000 customers use NJ Transit’s interstate and local bus system on a typical weekday, representing 61 percent of all NJ Transit customers.
Rail customers gave NJ Transit an overall score of 5.3, a significant increase from last quarter’s score of 4.1. Customers ranked fares, mechanical reliability, the handling of service disruptions and information during service disruptions as the most important attributes that need improvement. Approximately 136,000 customers ride NJ Transit trains on a typical weekday, comprising about 31 percent of all NJ Transit customers.
Detailed survey results are available at njtransit.com/surveyresults.
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