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?