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NJ Transit posts gains in rider satisfaction


Three out of four riders would recommend New Jersey Transit to someone else, according to the results of a customer satisfaction survey.

The most recent “Scorecard” shows a 13.7 percent increase in riders’ satisfaction with service, NJ Transit officials said in a prepared statement. The survey was conducted between Feb. 21 and March 12 in the third quarter of fiscal-year 2012, a period during which riders experienced two major Northeast Corridor disruptions.

The survey asked rail, light-rail, bus and Access Link riders to rate NJ Transit on a scale of 0 to 10. They also were asked to consider 41 attributes related to facilities, service, vehicles, communications and the “overall experience” of riding NJ Transit.

Rail riders gave the agency an overall score of 5.3 percent, up from 4.1 percent in the previous quarter. Light-rail riders gave an overall score of 6.9 percent, a slight improvement over the previous quarter’s score of 6.7 percent.

In terms of customer loyalty, about 75 percent of riders surveyed said they would recommend the agency to a friend, relative or neighbor, up from 66 percent in the previous quarter.

“By measuring ourselves in critical areas and seeking regular input from our customers, the Scorecard is effectively transforming NJ Transit into a more transparent, accountable and results-driven organization,” said James Simpson, the agency’s chairman.

NJ Transit uses the survey results to drive improvements at the agency.

Contact Progressive Railroading editorial staff.

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