TravInfo Evaluation: Traveler Response Element; TravInfo 817-1717 Caller Study; Phase 2 Results

TravInfo was a federally funded Field Operational Test (FOT) of the Advanced Traveler Information System (ATIS) in the San Francisco Bay Area. The general public can obtain most current traveler information through TravInfo's Traveler Advisory Telephone System (TATS) and privately offered information services including traffic Web sites. As part of the TravInfo FOT Evaluation, two waves of TATS callers were surveyed. The first wave of the TATS caller survey was conducted in April 1997. The second wave TATS caller survey was completed in April 1999. This paper presents the findings of the second survey of TravInfo 817-1717 callers. The second survey used basically the same survey instrument to compare the results with the initial survey of April 1997. The key findings of the second survey were that although TATS has not substantially increased its customer base, it has been effective in providing quality information and in maintaining a high level of customer satisfaction. Offering easy access to traveler information via a single telephone number was one of the highly desirable features of TravInfo TATS. Key Words: Traveler information, TravInfo evaluation, Field Operational Test