The latest NJ Transit customer satisfaction survey has revealed a 13.7 percent increase in customer satisfaction.
The latest customer satisfaction survey was part of NJ Transit’s “Scorecard” initiative, which is designed to provide the public with a clear measurement of how the organization is performing.
What do you think of the NJ Transit survey results? Do you agree or disagree? Would you recommend NJ Transit to a friend, relative or neighbor?Tell us in the comments below.
NJ Transit reports nearly 75 percent of the customers surveyed said they would recommend NJ Transit to a friend, relative or neighbor, up from 66 percent from the previous year.
NJ Transit Customer Satisfaction Ratings:
Overall: 5.8 (Last quarter’s score: 5.1)
Bus: 5.9 (Last quarter’s score: 5.4)
Rail: 5.3 (Last quarter’s score: 4.1)
Light Rail: 6.9 (Last quarter’s score: 6.7)
Access Link: 8.3 (Last quarter’s score: 8.1)
Detailed results of the survey are available on the NJ Transit website.
NJ Transit says the initiative also drives “strategic decisions to improve the overall customer experience.””By measuring ourselves in critical areas and seeking regular input from our customers, Scorecard is effectively transforming NJ Transit into a more transparent, accountable and results-driven organization,” NJ Transit Board Chairman and New Jersey Department of Transportation Commissioner James Simpson said in a statement.
NJ Transit says the third quarter surveys were conducted online at njtransit.com and in the field between February 21 and March 12, which was a period where customers saw two major Northeast Corridor rail disruptions on March 5 and 6.
“What our scorecard initiative has made very clear is that every area of NJ Transit — from the rail, bus, light rail and Access Link operation divisions, to customer communications, to fare collection, to capital construction — has a direct tie-in to the customer experience,” NJ Transit Executive Director James Weinstein said in a statement.
“In a service oriented organization such as NJ Transit, the type of feedback we are regularly seeking from the people who use our services is vital in providing a true measure of our performance.”