NJ TRANSIT’s Customer Advocate and Chief Experience Officer Stewart Mader regularly rides buses, light rail, and trains to engage with customers and identify ways to streamline the customer experience.
This week, he rode with customers on the Montclair-Boonton Line to thank them for adjusting their schedules during Amtrak infrastructure work at New York Penn Station. That work required temporary diversion of some trains on the Montclair-Boonton, Morris & Essex, and North Jersey Coast lines to Hoboken. Rerouted trains returned to New York this week after the work was completed on time.
Mader discussed the recent work with customers, listened to ideas and feedback, and handed out complimentary Dunkin’ gift cards to thank customers for riding with NJ TRANSIT. “When customers see me riding with them, it reinforces for them that our leadership sees things from the perspective of a rider,” said Mader, who joined NJ TRANSIT this year after working in previous roles with the Port Authority of New York and New Jersey, and Fitch Ratings. “Our customers are invested in our transit system, and some of the best ideas to make it better come from conversations with them.”
“Gratitude like this is how you make people happy and get stuff done,” a grateful traveler posted on social media after receiving the gift card. “I complain about the trains on occasion … but in reality, we are all lucky to have that service.”
Mader, a daily NJ TRANSIT commuter, added, “I use our service every day, because I believe in it.” He says he looks forward to his frequent engagement with customers onboard the system, and on social media as a supportive voice for customers.
Information about the adjusted schedule on the above-mentioned lines, including increased service to Hoboken and Avenel based on rider feedback, can be found on the new njtransit.com.