NJ Transit riders still dissatisfied with rail serviceBy
Toward the end of last year, New Jersey Transit released its first quarterly customer assessment report, and the results were not good. Overall, the agency drew in a 5.3 on the customer satisfaction scale with rail scoring even lower. Now, the next quarter results are available, and the pictures looks even bleaker.
As the survey shows, customer satisfaction with New Jersey Transit is now down to 5.1. Only 55 percent of rail travelers say they would recommend the service to a friend, and perception of on-time performance is lagging as well. NJ Transit, however, noted that its own on-time rail performance was at a very respectable 94.9 percent. Other complaints focused around dissatisfaction with communication during service disruptions — a challenge transit agencies everywhere must face — and issues surrounding frequency of weekend service.
So what’s going on here? One article on the survey speculates that riders remember only the bad trips and the myriad problem-free rides. The long delays stick out and cause headaches, and New Jersey Transit should get credit for improving its on-time record and upgrading its rolling stock. Furthermore, the agency won’t be raising fares this year. Still, without added cross-Hudson capacity, the commuter rail network will never be able to achieve its potential, and its customers seem to recognize as much.