NJ Transit graded 5.2 overall

NJ Transit this week released the results of a comprehensive customer survey, earning an average overall satisfaction score of 5.2 out of a possible 10, but just a 4.5 from rail riders specifically, which make up almost a third of customers. Bus riders, 61 percent of customers, rated it 5.5 and light rail customers, who make up 8 percent, gave it a 6.5.

Scores in several categories were 5.0 or lower and identified as needing improvement:
* 4.3, handling of service disruptions
* 4.5, fares
* 4.7, on-time performance
* 5.0, weekday evening schedule

Other low scores were given for handling of service disruptions, 4.3, PA/general announcements, 4.7, and weekend/holiday schedules, 4.7.

The highest scores were:
* 6.8, payment options
* 6.6, safety
* 6.6, My NJ Transit website
* 6.2, security
* 6.2, My Transit

By the way, a category called “Boarding station/shelter condition” received a score of 5.3, but closer to home, it probably would be much lower, given the long-term closure of the inbound stairs at Rahway and the elevator to the outbound/westbound platform being closed through August.

NJ Transit has average weekday ridership of 425,000, according to the survey, and two out of three customers surveyed expressed “willingness to recommend to a friend.”

The agency this week also passed a $1.9-billion budget for the next fiscal year, holding fares steady after last year’s massive hikes in the first of what’s expected to be three years of no increases.

What do y’all think? What rating would you have given NJ Transit?

9 thoughts on “NJ Transit graded 5.2 overall”

  1. Rather negative overall, as expected. I hope NJ Transit takes this survey seriously, although I expect not. BTW, I wish there was direct bus service from our town to NYC. I don't understand why there isn't. Considering we're a major rail connection hub for all the lines, it's rather deplorable that the only service is one where you need to switch in Newark, adding additional time to your trip, let alone they don't run frequently enough. There have been times where the trains were not running at all and there was no other convenient way to get into NYC at all, other than to wait for the train problem to rectify itself (forget the fact that even IF you could get onto the bus to Newark, there would be so many people trying to use it, most would not be able to get on anyway).Perhaps doing a survey of the amount of people who would use a bus service (NJ Transit or private) in lieu of or as an adjunct to the train, would be a good move.

  2. Thanks for that bus info. I'll have to call and see if it actually makes more stops up St. Georges than what the schedule mentions. No very convenient – i.e.; no parking but for an emergency is useful to know.

  3. I think the ratings are low. As a NYC transplant, NJ transit far exceeds the subway. NJ Transit:- Cushy seats.- cool double-decker modern train.- Has run ontime whenever I take it.- Gets me into Manhattan quicker than the R train from Bay Ridge.- No pandhandlers.- Mostly civil passengers.My only negative is the price. A round-trip is ridiculously high ($18 to NY). Cheaper than driving in with parking but almost 10x more than the subway.

  4. You're lucky. None of my trains are the double-deckers. And, there are several people pan-handling during rush hour. They come on claiming to need "a little extra money" to meet their fare – but everyone in the cars usually recognizes them from past begging :pAs for "civil" passengers that's hit or miss. I've been verbally abused more times than I care to remember, usually by drunken passengers but sometimes by people in business suits that are just in a grumpy mood and don't want to give up the empty seat next to them that they have put their luggage or package on. After taking NJT for over 10 years, I've seen it all and am can only say it continues to get worse – not improve.

  5. It's public transportation. Nothing will change regarding that until this country gets a high rail system, then fixing the commuting problem will eventually follow suit. For the amount of people that it shuffles everyday, it's not that bad. I wish it were more effective cost wise to run smaller more frequent trains. Especially after 130am back home. Who goes out in the city and is ready to leave at 130? Most of the people that are probably purchase the senior rate anyway.

  6. It's a tough call because NJT has no control over the tracks or their maintenance, overhead wires, switches, bi-weekly suicides on the track or perpetually broken down Amtrak trains. The cost is high, but based on my high-speed rail travel in Western Europe and the accompanying high cost (although the civility of the public in those countries and peaceful ride was worth it), if high-speed rail were introduced the monthly fares would eaily approach $1,000.For the most part, the customers make the travel much more miserable than it needs to be, but that is often the case with public transportation. The panhandling, the using of the Rahway station as one giant public urinal, the yelling and screaming on the platform at all hours, the loud mobile phone talkers on the train, people who refuse to use soap or deodorant, drunken idiots who think they're hilarious and everyone wants to hear them, ipods so loud they might as well not use earbuds and just plug in a speaker, the ones who run to the bathroom to hide when the conductor comes around to collect tickets, the ones who go through the charade of checking every pocket 6 times in hopes the conductor will just keep going and let them not pay, constant arguments over peak/off peak tickets. I've seen all of this pretty much every day the last 11 years going back and forth to NY. If the general pubilc wasn't so utterly disgusting in this area it would make the system more bearable even when there are service disruptions.

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