Accessibility

NJ Transit: Two-thirds of customers surveyed report high satisfaction

Posted on November 12, 2013

The results of NJ Transit’s latest customer survey showed an overall satisfaction rating of 6.4 for the first quarter of Fiscal Year 2014 (FY14), matching the agency’s highest customer satisfaction rating that was achieved during the third quarter of the previous fiscal year.  

In addition to a strong overall satisfaction score, NJ Transit also posted record highs on its bus, commuter rail and light rail service during the same time period.

The most recent survey, which was conducted online between August 12 and Sept. 3, was the first to be offered in both English and Spanish. It asked bus, commuter rail, light rail and Access Link customers to rate the transit system on a scale of 0 to 10, and as with previous surveys, customers considered 42 attributes of the system related to facilities, scheduling, vehicles, communications and the overall experience using NJ Transit. Customers were also asked to identify the most important aspects of NJ Transit service among the items they rated.

“This survey data continues to drive our strategic decisions with the goal of improving the overall experience for the people who use the NJ Transit system each day,” said NJ Transit Executive Director James Weinstein. “We remain committed to actively monitoring our customers’ feedback so that we can respond to meet their needs.”   

Of the approximately 457,560 customers who used NJ Transit service on a typical weekday in the first quarter of FY14, the agency received more than 19,000 responses to the survey, the highest number of responses to date. Regarding customer loyalty, 79% of the customers surveyed said they would recommend NJ Transit to a friend or relative. NJ Transit established the baseline with the first customer survey conducted in advance of the launch of Scorecard in 2011.

For the first quarter of FY14, customers rated their overall satisfaction with NJ Transit service as above average with a score of 6.4, matching the survey high set during the third quarter of FY13 and nearly reaching the agency’s annual goal of 6.5.

Current customer satisfaction ratings on NJ Transit’s four service modes are:

  • Bus customers rated their overall satisfaction with service at a 6.4, marking a record high, as well as a significant improvement above the baseline rating of 5.5. About 280,700 customers used NJ Transit’s interstate and local bus system on a typical weekday during the first quarter of FY14, representing approximately 61% of all NJ Transit customers.
  • Commuter rail customers gave the agency an overall score of 6.0, matching the survey high set during the previous quarter, and showing a strong improvement over the baseline rating of 4.5. Approximately 135,525 customers rode NJ Transit trains on a typical weekday throughout the first quarter of FY14, comprising 30% of all NJ Transit customers.
  • Light rail customers gave NJ Transit an overall satisfaction rating of 7.4, reaching an all-time record high. About 37,525 customers used NJ Transit’s three light rail lines on a typical weekday in the first quarter of FY14, making up approximately 8% of total NJ Transit customers.
  • Access Link, NJ Transit’s paratransit service for customers with disabilities, was given an overall rating of 8.1, down slightly from the record high of 8.3, but still well above the baseline score of 7.5. Access Link serves approximately 3,810 customers on a typical weekday.
View comments or post a comment on this story. (0 Comments)

More News

Paratransit firm in $400K dispute with Miami-Dade County

Transportation America’s 5-year, $208 million contract states the county will withhold the disputed amounts from the company while the dispute is resolved. But, transit officials say they are conceding to TA attorneys who claim the contract language is ambiguous and letting the company hold the cash.

Fla. paratransit subcontractor may get county help

Two Wheels sought help from Palm Beach County after it reached an agreement to terminate its contract with Metro Mobility, which had drawn complaints for poor and unreliable paratransit service.

Va. transit bus, motorized wheelchair collide

According to police, the Hampton Roads Transit bus driver saw the person traveling on the street in the direction of the bus and swerved at the last second to avoid a direct collision with the motorized wheelchair. The wheelchair struck the right side of the bus.

Winnipeg operator adds MV-1

The Winnipeg Taxi Board initially denied Sunshine Transit Services an accessible limousine license in 2012. With the signing of the Accessibility for Manitobans Act, help from the Manitoba League of Persons with Disabilities and the Public Interest Law Center, Manitoba's one and only accessible limo license was granted to Sunshine Transit Services in August 2014.

Ga. agency changes paratransit eligibility process

The goal of the updated process is to ensure that only persons who meet the regulatory criteria are regarded as eligible for paratransit service, making this vital service more efficient. Eligibility is based on limitations to an individual’s abilities, not just the presence of a disability.

See More News

Post a Comment

Post Comment

Comments (0)



Please sign in or register to .    Close