NEWARK — One year after beginning its Scorecard initiative, NJ Transit posted an overall customer satisfaction rating of 6.0 systemwide, achieving the agency’s Fiscal Year 2012 goal with its fourth quarter results.
Scorecard, which launched in July 2011, is 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. Customers gave NJ Transit an initial satisfaction rating of 5.2 one year ago. Along with the latest survey results, the agency also announced its new customer satisfaction goal of 6.5 for the current fiscal year.
“As the key driver and performance measurement tool for all areas of the corporation, Scorecard has shaped NJ Transit into a more accountable, results-driven agency that is more responsive to the needs of our riders who use the system every day,” said Transportation Commissioner and NJ Transit Board Chairman James Simpson. “While we are proud of achieving our FY12 goal for overall customer satisfaction, our work is far from over. We will continue to raise the bar to further boost that score by making improvements across the system, with a focus on the areas most important to customers.”
The fourth quarter survey was conducted online at njtransit.com and in the field between June 8 and June 29. The survey asked bus, rail, light rail and Access Link customers to rate NJ Transit on a scale of 0 to 10. Customers also considered 41 attributes of the system related to facilities, service, vehicles, communications and the overall experience using NJ Transit. In addition, customers were asked to identify the most important aspects of NJ Transit service among the items they rated.
Of the approximately 440,700 customers who use NJ Transit service on a typical weekday, NJ Transit received nearly 16,000 responses to the online and field survey.
Regarding customer loyalty, 76 percent of the customers surveyed said they would recommend NJ Transit to a friend, relative or neighbor (up from 67 percent from the baseline rating).
“In just one year since its launch, Scorecard has changed the very culture of NJ Transit to focus on performance standards and absolute results to best serve our customers,” said NJ Transit Executive Director James Weinstein. “With improved customer satisfaction ratings, and the notion that three out of every four NJ Transit customers continue to recommend our service, it is clear that Scorecard is moving the agency in the right direction.”
Current customer satisfaction ratings on NJ Transit’s four service modes are as follows:
Bus customers rated their overall satisfaction with service at a 6.1, higher than the 5.5 baseline rating and a low of 5.4 (2nd quarter, FY12). The most important areas for NJ Transit to improve again included on-time performance, fares and the weekday PM peak schedule. About 270,900 customers use NJ Transit’s interstate and local bus system on a typical weekday, representing approximately 62 percent of all NJ Transit customers.
Rail customers gave NJ Transit an overall score of 5.7, a significant increase from the baseline score of 4.5 and a low of 4.1 (2nd quarter, FY12). Customers ranked fares, mechanical reliability and the handling of service disruptions as the most important attributes that need improvement. Approximately 130,600 customers ride NJ Transit trains on a typical weekday, comprising nearly 30 percent of all NJ Transit customers.
Light Rail customers gave NJ Transit an overall satisfaction rating of 6.9, an improvement over the baseline score of 6.5. Customers indicated that seating availability, fares and cleanliness on board are the most important aspects of service to improve. About 35,800 customers use NJ Transit’s three light rail lines on a typical weekday, making up more than eight percent of total NJ Transit customers.
Access Link, NJ Transit’s paratransit service for customers with disabilities, was given an overall rating of 8.2, higher than the 7.5 baseline. Access Link serves approximately 3,500 customers on a typical weekday.
Of the 41 attributes of the system customers were asked to rate, systemwide scores increased on all but two attributes—Payment Options and NJ Transit’s website—both of which remained constant at a strong score of 7.0.
“Through the Scorecard initiative, NJ Transit has achieved measurable results over the last year, due to in large part to the invaluable feedback we have regularly received from the people who use our services,” said Executive Director Weinstein. “For the upcoming year, we are setting our overall customer satisfaction goal at a 6.5, and we intend to see that every area of the agency—from the rail, bus, light rail and Access Link operating divisions, to customer communications, to fare collection, to capital construction—continues to make improvements to enhance the customer experience.”
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