NJ Transit launches customer-focused communications initiative

NEWARK, NJ — On Dec. 5, NJ Transit launched a comprehensive communications initiative aimed at improving the customer experience. The effort — “Engage. Inform. Improve.” — focuses on addressing customer needs, providing more timely information, and improving all customer touchpoints including announcements, station and facility conditions, and the onboard experience.

“From day one, I’ve been committed to restoring NJ Transit for the commuters of New Jersey,” Gov. Phil Murphy said. “The improvements under way in this initiative will have a real and tangible impact on the lives of nearly one million daily riders who rely on trains and buses every day.”

“An improved customer experience is at the heart of rebuilding NJ Transit,” New Jersey Department of Transportation Commissioner and NJ Transit Chairwoman Diane Gutierrez-Scaccetti said. “This initiative will focus directly on the customer. Whether it is communications or station conditions, our goal is to make holistic changes to how NJ Transit interacts with customers and how the organization responds to concerns and issues.”

“These three ideals of ‘Engage. Inform. Improve.’ will be the foundation upon which we continue to transform and improve NJ Transit,” NJ Transit Executive Director Kevin Corbett said. “These will be the guiding principles to ensure that everything we do moving forward supports the customer at the forefront.”

The initiative will roll out in three phases:

• Engage: NJ Transit will actively engage customers for their input and listen to customer needs to identify areas in need of improvement. This includes proactive survey engagement and greater social media engagement.
• Inform: Customers will receive more proactive and effective communications from NJ Transit in real time during service disruptions, will have easier access to critical information, and will be informed of efforts to improve operations.
• Improve: NJ Transit will continue to implement new ideas to improve the customer experience as part of a continuous feedback loop and develop and deploy new technology to strengthen operations and improve service.

  NJ Transit, Phil Murphy