If you’ve ever said to someone trying to figure out how to get to the city, ‘Well, you could take the train…” then apparently, you’ve shown confidence in N.J. Transit. At least that’s what NJ Transit has deduced from its recent survey.
In a reveal of its later customer satisfaction survey conducted using Scorecard, 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 quarter).
“Three out of every four NJ TRANSIT customers recommending our service represents a strong show of confidence in New Jersey’s transit system,” said executive director Weinstein. “At NJ TRANSIT, we consider this to be ‘The Ultimate Question,’ one that will best guide our efforts to serve customers well.”
For the third quarter of FY12, customers rated their overall satisfaction with NJ TRANSIT service as “acceptable” or “satisfactory,” with a score of 5.8, an increase of 13.7 percent over last quarter’s score of 5.1. The agency’s FY 2012 goal is 6.0.
The third quarter surveys were conducted online at njtransit.com and in the field between February 21 and March 12, a period in which customers experienced two major Northeast Corridor rail disruptions on March 5 and 6. The survey asked bus, rail, light rail and Access Link 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. Click for more detailed survey results.
Clever Commute’s Conductor Josh Crandall says of the survey, in regards to train results, what alternative are NJ Transit comparing itself to?
“People know it’s challenging to drive themselves to/from NYC….and the private bus is subject some of those same issues. By-and-large, NJT trains are a good way to go. But it’s key to note that the Montclair-Boonton-line is (I believe) the smallest one and routes like the Northeast corridor may be 10 times our size…which can create other dynamics.”
Meanwhile, if you want to make your commute less arduous, check out InsideTrack from Clever Commute. Here’s the demo. One of the features is a way to see both the official track and the Clever Track — a track number for your train before it’s been announced.