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Rail News: Passenger Rail

NJ Transit's rider satisfaction ratings reach new high


New Jersey Transit's latest customer service survey revealed its satisfaction rating jumped by 25 percent in the third quarter of fiscal-year 2013 and established a new high, agency officials announced yesterday.

Nearly four in five riders responding to the survey, which was conducted in February, said they would recommend NJ Transit to a friend or relative. The survey asked rail, light-rail, bus and Access Link riders to rate the agency on a scale of zero to 10.

Riders also were asked to consider 41 attributes of the system related to facilities, service, vehicles, communications and the overall experience of using NJ Transit.

Regarding customer loyalty, 79 percent of the respondents said they would recommend the service, up from 67 percent from the baseline rating, agency officials said in a press release.

In terms of overall satisfaction, riders rated the agency's service as above average with a score of 6.4, which is close to the agency's FY2013 goal of 6.5 and an increase from the agency's most recent score of 6.0.

Rail riders gave the agency an overall score of 5.9, a significant increase from the baseline score of 4.5. Light-rail riders scored service at 7.4, up from the baseline score of 6.5.

"While the news today is clearly encouraging, we recognize that there are improvements which must continue to be made across our system, particularly as we continue recovering from [Hurricane] Sandy's unprecedented devastation," said NJ Transit Executive Director James Weinstein.

Contact Progressive Railroading editorial staff.

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