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August 3, 2011

New Jerseyans give a satisfactory rating of 5.2 out of 10 to their experience with NJTransit, according to the new online scorecard that measures customer satisfaction. The agency is urging passengers to participate in a second survey and as an incentive is offering an opportunity to win one of five monthly transit passes.

The first survey, conducted this spring, suggested that access link and light rail passengers were happiest with their service, rating them 7.5 and 6.5, respectively. They enjoyed those ratings due to reliability and comfort in the first instance and on-time performance and facilities in the second. Nevertheless, these riders make up a small percentage of the overall passengers. Access link riders are 0.7 percent of the mix, while light rail passengers make up 7.8 percent of riders.

Bus passengers also gave the agency a better-than-average rating -- a 5.5 -- and they are the largest group, with 260,650 weekly riders. Bus passengers gave better than average ratings to safety, security, mechanical reliabilility, parking availability and on-board comfort but less than average ratings to fares and on-time performance.

The worst-performing service, according to respondents, was the rail system, which garnered only a 4.5 rating. The rail system carries 30 percent of NJTransit riders, or 131,550 weekly passengers. Rail passengers complained mostly about the handling of service disruptions, on-time performance and fare increases. The system got the poorest ratings from Northeast Corridor riders, although only Atlantic City and Pascack Valley riders (less than 2 percent of the total) gave the system a rating of 6 or above. To respond to the second survey go to

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