Customer satisfaction with 511 ranged from 68 to 92 percent in four deployments studied.
Made Public Date
01/19/2007

217

Statewide
Arizona
United States

14

San Francisco
California
United States

363

Statewide
Virginia
United States

447

Statewide
Washington
United States
Identifier
2007-00301
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America's Travel Information Number: Implementation and Operational Guidelines for 511 Services Version 3.0

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.

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

America's Travel Information Number: Implementation and Operational Guidelines for 511 Services Version 3.0
Publication Sort Date
09/01/2005
Author
511 Deployment Coalition
Publisher
Federal Highway Administration, U.S. DOT

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