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Rail News: Passenger Rail
8/9/2012
Rail News: Passenger Rail
New Jersey Transit registers improvement in rider satisfaction
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New Jersey Transit earlier this week posted an overall customer satisfaction score of 6.0 systemwide, which meant the agency achieved its fiscal-year 2012 goal with fourth-quarter results under its new “Scorecard” customer survey program.
The results, which will continue to guide the agency and customer service improvements across NJ Transit services, were announced at the NJ Transit board meeting earlier this week, agency officials said in a prepared statement.
Agency officials also announced a new customer satisfaction goal of 6.5 for the current fiscal year.
Launched in July 2011, Scorecard was designed to give the public a measurement of how the organization is performing, while driving strategic decisions to improve overall rider experience.
“While we are proud of achieving our FY12 goal for overall customer satisfaction, our work is far from over,” said Chairman James Simpson. We will continue to raise the bar to further boost that score by making improvements across the system, with a focus on the areas most important to customers.”
The fourth-quarter survey was conducted via the agency’s website in June. The survey asked rail, light-rail, bus and Access Link customers 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. They also were asked to identify the most important aspects of service among the items they rated.
About 76 percent of riders surveyed said they would recommend NJ Transit to a friend, relative or neighbor, up from 67 percent from the baseline rating, which was set in the first customer survey conducted in advance of Scorecard’s launch last year.
The results, which will continue to guide the agency and customer service improvements across NJ Transit services, were announced at the NJ Transit board meeting earlier this week, agency officials said in a prepared statement.
Agency officials also announced a new customer satisfaction goal of 6.5 for the current fiscal year.
Launched in July 2011, Scorecard was designed to give the public a measurement of how the organization is performing, while driving strategic decisions to improve overall rider experience.
“While we are proud of achieving our FY12 goal for overall customer satisfaction, our work is far from over,” said Chairman James Simpson. We will continue to raise the bar to further boost that score by making improvements across the system, with a focus on the areas most important to customers.”
The fourth-quarter survey was conducted via the agency’s website in June. The survey asked rail, light-rail, bus and Access Link customers 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. They also were asked to identify the most important aspects of service among the items they rated.
About 76 percent of riders surveyed said they would recommend NJ Transit to a friend, relative or neighbor, up from 67 percent from the baseline rating, which was set in the first customer survey conducted in advance of Scorecard’s launch last year.
