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8/5/2002



Rail News: Passenger Rail

NJ Transit to begin on-line customer satisfaction survey


New Jersey Transit Aug. 1 began recruiting customers to serve on its Internet-based Rail Customer Satisfaction survey (e-Panel) — and hopes to register nearly 15,000 of its 110,500 daily riders by the time the campaign begins in early September.



Participants will be asked to fill out an online survey four times (once each quarter for one year) and will be shown their responses from the previous survey. These customers also will receive periodic reports showing what other rail customers think about the system’s service.



NJ Transit officials believe this format will enable them to track trends, changes and improvements in satisfaction throughout the year, according to a prepared statement.



The agency hired an independent research firm to handle recruitment and data collection to ensure confidentiality.


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