91 Express Lanes 2011 Customer Satisfaction Survey

Transcription

1 91 Express Lanes 2011 Customer Satisfaction Survey

2 Purpose of Study Profile travel behavior on 91 Express Lanes Identify importance of performance standards Measure satisfaction with 91 Express Lanes o Overall o Regarding specific performance standards Measure perceptions of OCTA s management of lanes Identify customers exposure to OCTA s communications and preferences for receiving information 2

3 Methodology of Study Mixed-method design o Web survey with invitation o 15-minute telephone survey 1,000 customers o 630 web o 370 phone Conducted Sept 19 th to Sept 26 th, 2011 Overall margin of error: ± 3.07% 3

4 Overall Customer Satisfaction Very dissatisfied Somewhat 4.1 dissatisfied 5.0 Not sure 1.0 Somewhat satisfied 38.8 Very satisfied

5 % Customers Customer Satisfaction by Year Study Year 5

6 % Customers Satisfaction by Years & Usage Smw t satisfied Very satisfied Fewer than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) 6

7 Average Number of One-Way Trips Per Week Using 91 Express Lanes Average One-Way Trips Under to to to and older Study Year Age (QD2) 7

8 Average Minutes Saved on One-Way Rush Hour Commute Minutes Saved on One-Way Commute Afternoon Morning Study Year 8

9 % Customers Express Lanes Usage Visit family, friends Shopping, rec reation trips Work c ommute Sc hool c ommute Q12 Use 91 Express Lanes for... 9

10 % Customers Origin & Destination Not sure / Prefer not to answer Varies / Multiple c ounties Other County San Bernardino Riv erside Orange Origin Destination Origin Destination Los Angeles Work Commute Trips Non-Work Trips 10

11 Q21i Q21eQ21g Q21h Q21k Q21f Q21j Q21b Q21dQ21m Q21l Q21a Q21c Importance of Performance Standards Extremely important Very important You save time w hen using the 91 Express Lanes The 91 Express Lanes is a fast w ay to travel Your billing statements are accurate Express Lanes toll road is w ell maintained, in good condition It's less stressful w hen using the 91 Express Lanes The 91 Express Lanes is a safe w ay to travel Convenience received from 91 Express Lanes is w orth the cost Can reliably estimate travel times w hen using 91 Express Lanes You are treated professionally by customer service If you have issue, customer service responds in a timely manner Easy to get in touch w ith customer service representative Less w ear and tear on your vehicle using 91 Express Lanes The tolls you pay are used to help improve the 91 Freew ay % Customers 11

12 Agree with Performance Statements Strongly agree Somewhat agree You save time w hen using the 91 Express Lanes [99%] The 91 Express Lanes is a fast w ay to travel [99%] Your billing statements are accurate [94%] 91 Express Lanes toll road is w ell maintained, in good condition [98%] You are treated professionally by customer service [87%] It's less stressful w hen using the 91 Express Lanes [98%] The 91 Express Lanes is a safe w ay to travel [97%] If you have issue, customer service responds in a timely manner [85%] Can reliably estimate travel times w hen using 91 Express Lanes [98%] Less w ear and tear on your vehicle using 91 Express Lanes [93%] The tolls you pay are used to help improve the 91 Freew ay [81%] Easy to get in touch w ith customer service representative [87%] Convenience received from 91 Express Lanes is w orth the cost [98%] % Customers Who Provided Opinion 12

13 % Customers Support for Direct Connect to SR Not sure / Neutral Support Study Year 13

14 Setting Toll to Promote Free-Flow Not sure 15.3 Prefer not to answer 1.2 Do not favor 27.9 Yes, favor

15 Preference for Receiving Information Mail Electronic sign Road signs Website % Customers 15

16 Key Findings & Conclusions High levels of customer satisfaction o Satisfaction is also highest for the standards that customers care about most Customers care most that the lanes save time, traveling fast, billing statements are accurate and road is well-maintained Customers are aware and have positive assessments of OCTA s management of the 91 Express Lanes 16

17 Recommendations & Opportunities Stay the Course Improve perceived value Complete SR-91 to I-15 extension Complete SR-91 to SR-241 connection Improve accessibility of customer service representatives Develop programs targeted to high-frequency users 17