nj transit board customer service committee meeting agenda … · 2018-05-11 · cs committee...
TRANSCRIPT
NJ TRANSIT
BOARD CUSTOMER SERVICE COMMITTEE MEETING AGENDA OPEN TO MEMBERS OF THE PUBLIC
THURSDAY, JUNE 21, 2018 10:30 AM
ONE PENN PLAZA EAST 9TH FLOOR BOARD ROOM
NEWARK, NJ 07105
NJ TRANSIT BOARD
CUSTOMER SERVICE COMMITTEE MEETING OPEN TO MEMBERS OF THE PUBLIC
THURSDAY, JUNE 21, 2018
10:30 A.M. – 9th FLOOR BOARD ROOM – NEWARK, NJ
PUBLIC COMMENTS ON AGENDA (Two minutes per speaker) STAFF REPORTS CUSTOMER SERVICE UPDATE (PRESENTER: ANTHONY GRIECO) SOCIAL MEDIA UPDATE (PRESENTER: NANCY SNYDER) ACCESS LINK CUSTOMER SERVICE UPDATE (PRESENTER: HEATHER SMITH-BERMUDEZ)
CUSTOMER SERVICE UPDATE
SOCIAL MEDIA UPDATE
CS COMMITTEE MEETING
SOCIAL MEDIA DASHBOARDAPRIL 2018
Facebook - Top Trending Topics Twitter - Top Trending Topics Social Posts Received
1. Elizabeth Station Rehab 1. Rail Delays 4/5 Twitter- Mar'18: 16,243 tweets/Apr'18: 9,609 tweets
2. Bus Trips not Operating 2. Announcements Facebook- Mar'18: 1,534 posts/Apr'18: 861 posts
3. Interest in NJT Career Posts 3. Train Cancellations 4/6 Social Sentiment
4. Announcements 4. Service Suspension 4/13 Mar'18: 71.3% negative/Apr'18: 70.6% negative
Mar'18: 28.7% positive/Apr'18: 29.4% positive
Facebook - Fan Growth Twitter - Follower Growth Social Posts Sent/Reach of Posts
4/1/2018 69,818 Likes 4/1/2018 223,636 Likes
224 posts/ 135.3K potential reach
4/31/2018 70,046 Likes 4/31/2018 226,720 Likes
868 tweets/ 2.06 Million potential reach
228 new fans 3,084 new followers
Customers Assisted
SOCIAL MEDIA COMMUNITY SIZE 223 posts sent to Customer Service
FacebookTwitter 942 customers assisted on Social Media
Nov '17 202,632
Dec '17 206,702
Jan '18 212,612
Feb '18 216,002
Mar '18 223,554
Apr '18 226,720
66,503 66,947 68,279 68,512 69,813 70,046
202,632 206,702 212,612 216,002 223,554 226,720
Nov '17 Dec '17 Jan '18 Feb '18 Mar '18 Apr '18
CS COMMITTEE MEETING
LINKEDIN DASHBOARDAPRIL 2018
Posts Sent on LinkedIn Engagement Page Views
367 Likes 776 Total Views 20 Comments 407 Unique Views49,568 Impressions
Sentiment on LinkedIn
90.5% Positive 9.5% Negative
Month Followers
Nov-17 11,108
Dec-17 11,225
Jan-18 11,446
Feb-18 11,625
Mar-18 11,846
Apr-18 12,026
7 Published Posts
LinkedIn Community Size
LinkedIn Follower Growth
4/1/2018 11,851 Followers4/31/2018 12,026 Followers
175 new followers
10,600
10,800
11,000
11,200
11,400
11,600
11,800
12,000
12,200
Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Followers
Philly FLEX Pass
NY Sight Seeing Pass
NJT Careers
MARC Leased Train Cars
NJT Careers
ACCESS LINK CUSTOMER SERVICE UPDATE
COUNT
• REGION 2 - 28,838
• REGION 3 - 5,742 • SERVICE DELAYS 65
• REGION 4 - 17,468 • NJT EMPLOYEE PERFORMANCE 22
• REGION 5 - 40,994 • SCHEDULED SERVICE 9
• REGION 6 - 20,767 • REGION EMPLOYEE PERFORMANCE 10
• ACCESSIBILITY 6
• REG 2 - 13 • NJT OPERATIONS CTR - 79
• REG 3 - 1 • OVERALL SERVICE COMMENDATION - 3
• REG 4 - 8
• REG 5 - 25
• REG 6 - 9
COUNTIES COVERED IN REGION:
REGION 2 Camden, Burlington, Gloucester, Salem REGION 5 Essex, Morris, Somerset, Union
REGION 3 Atlantic, Cape May, Cumberland, South Ocean REGION 6 Bergen, Passaic, Hudson
REGION 4(East & West) Mercer, Monmouth, Middlesex, North Ocean
ACCESS LINK CUSTOMER SERVICE DASHBOARDMARCH 2018
.81 COMPLAINTS PER 1000 TRIPS COMMENDATIONS
TRENDING ACCESSLINK TOP 5 COMPLAINTSTRIP COUNT PER REGION
ISSUES
65
14 13 11 2
65
22 9 10 6
SERVICE DELAYS NJT EMPLOYEE PERFORMANCE
SCHEDULED SERVICE
REGION EMPLOYEE PERFORMANCE
ACCESSIBILITY
TRENDING COMPARISON
Feb-18 Mar-18
34%
6%
1% 7%
29%
23%
CASE VOLUME BY REGION AND NJT OPERATIONS CTR
NJT OPERATIONS CTR REG 2 REG 3 REG 4 REG 5 REG 6
125 TOTAL CASES