Passenger Bus, Rail and Motorcoach Industry News

The survey asked bus, rail, light rail and Access Link paratransit customers to rate the agency 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.

Hundreds of surveyed riders that had been polled the day before the signs were installed were more optimistic about how long trains would take to arrive and seemed to be more satisfied with the train’s performance. The survey is part of a larger effort to gather customer experience data.

The pilot originated in two stations with the goal of reducing the number of exposed trash bags that would have to be removed from the system and to help control the rodent population in the subway.

Customers rated their overall satisfaction with the transit service as above average with a score of 6.0 — a substantial increase over the baseline rating of 5.2 — achieving the agency’s FY 2012 goal of 6.0 for customer satisfaction.

Eighty-three percent of commuters said they were satisfied with transit service. Twenty-three percent said they were very satisfied. More than 90% said they would recommend the transit system.

Rail customers gave the agency 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.

Overall satisfaction ranked 5.1 on a scale of 0 to 10, down from 5.3 in the previous period.

The survey of more than 3,700 customers was conducted in September both in person and online. It has a margin of error of +/- 1.6%. The survey also reported an 87% general satisfaction compared to 89% in 2010.

Provides statistics and performance data to the public for the first time. Responding to the results of its first survey, which includes requests for improvement in on-time performance and handling of service disruptions, the agency plans to invest $217 million in rail infrastructure enhancements and explore new fare collection technology.

Customers rated their overall satisfaction with the service as “acceptable” or “satisfactory,” with a score of 5.2. 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.