Benefit

Customer satisfaction with 511 ranged from 68 to 92 percent in four deployments studied.


September 2005
San Francisco; California; United States; Statewide; Virginia; United States; Statewide; Arizona; United States; Statewide; Washington; United States


Summary Information

This document prepared by the 511 Deployment Coalition was drafted to support agencies considering implementing or improving existing 511 systems (the national 3-digit telephone number for travel information).

The document highlights the findings of several studies that evaluate overall customer satisfaction with 511.

In 2004, 92.3 percent of users surveyed in the San Francisco Bay Area were satisfied with 511, and in Montana, 90.3 percent were satisfied. On I-81 corridor in Virginia, 99 percent of users surveyed said they would call again.

In 2005, the 511 model deployment evaluation project in Arizona found that 71 percent of users were satisfied. In Washington State, satisfaction levels were at 68 percent and 87 percent of the callers said they would call again.

Notes:
See also:
  • Swan, Nicole, et al. 511 Virginia Evaluation, Report sponsored by VDOT, January 2004.
  • Final Report Model Deployment of a Regional, Multi-Modal 511 Traveler Information System, Prepared by Battelle for the USDOT, Report No. FHWA-JPO-06-013, EDL No. 14248. Washington DC: 30 September 2005.
  • Sanchez, R., et al. Final Evaluation Report for the Greater Yellowstone Regional Traveler and Weather Information System (GYRTWIS), Report prepared for the USDOT by SAIC, Task 9826. 30 December 2003.

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Source

America's Travel Information Number: Implementation and Operational Guidelines for 511 Services Version 3.0

Author: 511 Deployment Coalition

Published By: Federal Highway Administration, U.S. DOT

Prepared by the 511 Deployment Coalition for the U.S. DOT

Source Date: September 2005

URL: http://www.ops.fhwa.dot.gov/511/resources/publications/511guide_ver3/511guide3.htm

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Benefit ID: 2007-00301