Nearly four in five customers said they would recommend New Jersey Transit (NJ Transit) to a friend or relative in the agency’s latest customer satisfaction survey. The results mark a new high for the statewide public transit agency.
The third quarter FY13 survey was conducted online between February 4 and 25. The survey asked bus, rail, light rail and Access Link paratransit 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.
“Through this survey data and the agency’s quarterly ‘We Are Listening’ customer forums, NJ Transit has effectively improved its operations, resulting in a 23 percent increase in customer satisfaction and further protections for New Jersey taxpayers,” said NJ Transit’s Board Chairman and NJ Department of Transportation Commissioner James Simpson.
Of the approximately 415,500 customers who used NJ Transit service on a typical weekday in the third quarter of FY13, the agency received more than 14,000 responses to the online; the highest response rate in a year.
Regarding customer loyalty, 79% of the customers surveyed said they would recommend NJ Transit to a friend, relative or neighbor — up from 67% from the baseline rating. NJ Transit established the baseline with the first customer survey conducted in advance of the launch of Scorecard last year.