Customer Satisfaction Survey TRB National Transportation Planning Applications Conference Atlantic City, May 2015

Research & Forecasting  Track customer satisfaction & identify key drivers for sixteen NJ TRANSIT markets  Communicate the results to management, customers and stakeholders quarterly  Create quality management teams at NJ TRANSIT to act on and improve key drivers of service from the customers’ perspective  Conducted in-house using a corporate wide approach Goals and Objectives

Research & Forecasting Methodology 3  System-wide Customer Satisfaction Survey – Bus, Rail, Light Rail & Access Link  Administer online quarterly since April 2011  Three-week field period in English & Spanish  Extensive campaign to boost response rates in targeted markets  42 attributes of service and three most important attributes of service

Research & Forecasting Average Annual Survey Responses

Research & Forecasting 5 # TaskInvolvement 1 RecruitmentResearch, Marketing & Communications, Media Relations, Information System, Customer Service & Organizational Performance 2 Survey Instrument Customer Service, Marketing, Rail, Bus, Light Rail, Access Link & Organizational Performance Project Tasks by Department

Research & Forecasting 6 # TaskInvolvement 3 Host Survey Information System, Research & Organizational Performance 4 Data Analysis Customer Service, Communications & Organizational Performance 5 Reporting Out Research, Information System, Customer Service, Communications & Public Information Project Tasks by Department

Research & Forecasting Task 1: Recruiting  blasts: to customers, approximately 500,000 sent over a three week period  Incentives: chance to win a free monthly pass or a $100 gift card  Creative: seat drops on rail & light rail; behind the driver poster on all buses  Company ambassadors / volunteers  Survey announcement tagged on MyBus Now 7

Research & Forecasting Task 2: Survey Instrument  Draft Survey Instrument  Review by Organizational Performance, Customer Service, Marketing & Communications, Operating Departments  Opportunity to obtain other related business information, ex. MyTix, Uber  Program the Survey  Test the Survey  Translate into Spanish 8

Research & Forecasting Task 3: Hosting the Survey  Selectsurvey.net will host the survey for three weeks  Survey announcement on the NJT website scrolls  Consultant hired to handle Access Link customers who needs assistance with the survey  Invitation will be sent again for markets fell below thresholds during the field period 9

Research & Forecasting Task 4: Data Analysis  Download data into SPSS  Weight and analyze data  Scores of 42 attributes for the sixteen markets  Demographics, travel/trip information, etc.  Key driver report  Customer Satisfaction Report  Key driver and comment report 10

Research & Forecasting Sample – System Key Driver Report Low High Low High Performance Take Less Action Maintain & Communicate Communicate  1 On-time Performance  2 ……  3 …… Improve Importance  1 ……  2 ……  ……

Research & Forecasting Sample – Comment Report 12 Key Driver Top 3 Importan t Attributes (% Customer s) Score Key Issues (Customer Comments) On-time Performance 31% 5.8 Buses sometimes/always late (1, 13, 21, 39, 41, 48, 62, 74); “buses come late or not at all” (34); …… Weekday AM Peak Schedule 14% 5.8 “There are definitely too few 13 buses in the morning.”; ……

Research & Forecasting Task 6: Reporting Out  Executive Director Review  Customer Service & Administration Review  Chair Review  Board Meeting  Results posted online for public 13

Research & Forecasting Conclusions  Survey was launched in April 2011  About 20,000 customers (5%) responded to the survey quarterly  Survey was administered and analyzed in- house by NJ TRANSIT staff  Results of the survey were shared with customers quarterly  Operation departments act on key drivers identified by customers quarterly 14