Accessibility

NJ Transit posts “Scorecard’ survey results online

Posted on July 13, 2011

NJ Transit revealed the results of the agency’s first customer satisfaction survey as part of “Scorecard,” an initiative designed to provide the public with a clear measurement of how the transit system is performing.

The surveys, which were conducted online at njtransit.com and in the field this spring, asked bus, rail, light rail and Access Link customers to rate NJ Transit on a scale of 0 to 10, where 0 is unacceptable, 5 is acceptable and 10 is excellent.

Customers considered 32 attributes of the system related to facilities, service, vehicles, communications and the overall experience of using the system. In addition, customers were asked to identify the three most important aspects of NJ Transit service among the items they rated.

Of the approximately 428,000 customers who use NJ Transit service on a typical weekday, nearly 19,000 responded to the online and field survey.

Customers rated their overall satisfaction with the service as “acceptable” or “satisfactory,” with a score of 5.2. Of the customers surveyed, approximately 67 percent said they would recommend NJ Transit to a friend or relative, and 63 percent choose to use NJ Transit, even though they have a personal vehicle available to make their trip, acknowledging that they make a conscious decision to use NJ Transit service as their preferred method of transportation.

Customer satisfaction ratings on NJ Transit’s four service modes include:

  • Bus customers rated their overall satisfaction with service at a 5.5 and noted on-time performance, fares and the weekday evening schedule as the most important areas for the system to improve. Nearly 261,000 people use the interstate and local bus system on a typical weekday, representing 61 percent of all NJ Transit’s customers.
  • Rail customers gave NJ Transit an overall score of 4.5, ranking on-time performance, fares, mechanical reliability and the handling of service disruptions as the most important items for the system to improve. Approximately 132,000 customers ride NJ Transit trains on a typical weekday, comprising about 31 percent of all the system’s customers.
  • Light rail customers gave NJ Transit an overall satisfaction rating of 6.5, indicating that fares, security and seating availability are the most important aspects of service to improve. About 33,000 customers use the system’s three light rail lines on a typical weekday, making up about eight percent of total NJ Transit customers.
  • Access Link, NJ Transit’s paratransit service for customers with disabilities, was given an overall rating of 7.5 and serves approximately 3,000 customers on a typical weekday.

Detailed survey results are available here.

View comments or post a comment on this story. (0 Comments)

More News

Denver RTD to enhance wheelchair securement area, access on LRVs

As a part of this effort, RTD will be altering the seating design of current and new light rail vehicles. The retrofit includes removing a set of seats next to the current wheelchair areas, which will open up the designated area for easier access.

KCATA set to launch new ridehailing service May 1

The one-year RideKC Freedom On-Demand pilot enables customers to call on taxis any day, at any hour, to enjoy everything Kansas City has to offer.

Autonomous shuttle to use 'cool tech' to serve people with disabilities

Future capabilities may include directing direct visually impaired passengers to empty seats or training the vehicle to recognize sign language.

ARBOC delivers milestone Spirit of Liberty to DART

The 2,500th bus manufactured by the company is part of a 123 bus contract that was awarded in February of this year.

Rising cost of Minn. paratransit could threaten other transit services

The Metropolitan Council, which operates the service, expects the number of rides will climb to 2.9 million by 2020, about double what it was in 2010.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close