Final Report

Model Deployment of a Regional,
Multi-Modal 511 Traveler Information System

Appendix C

User Survey Results by Question

This appendix presents the survey questions along with the responses. The responses list both straight frequency and the weighted frequency along with the standard error. Answers of "don't know" or no response are not included in the frequencies.

A total of 411 individuals completed the survey, of whom 140 were making their first call to 511 when intercepted for the survey. Because some questions were directed at callers who had had previous experience with the 511 service, new callers were not asked questions D1 through E3 below and the wording of some of the questions in section C was adjusted, too. To facilitate administration of the questionnaire, the computer-aided telephone interview system automatically branched to a first-time segment of the questionnaire after section B. Questions for the first-time callers are presented at the end of this appendix and are designated with an initial letter X from XC1 through XG5.

A1. When did you first call 511?

	Frequency	Weighted Frequency	Percent (SE)
It was the first time when recruited for survey	140	133.6	33.1 (3.1)
Within the past month	38	51.8	12.8 (2.6)
Between 2 and 6 months ago	138	133.2	33.0 (3.3)
Between 7 and 12 months ago	39	34.1	8.4 (1.7)
Over a year ago	49	51.0	12.6 (2.5)
Totals:19	404	403.8	100.0

 

A2. How did you first hear about 511?

	Frequency	Weighted Frequency	Percent (SE)
Saw it on electronic sign over the road	125	133.7	34.0 (3.4)
Saw it on a sign beside the road	14	12.9	3.3 (1.2)
From friend/coworker	62	58.4	14.8 (2.3)
Newspaper	17	16.1	4.1 (1.3)
TV	19	17.6	4.5 (1.5)
Radio	35	35.8	9.1 (2.0)
DOT website/Internet*	32	42.3	10.7 (2.5)
Police department*	17	14.2	3.6 (1.0)
Phonebook*	23	25.7	6.5 (1.5)
Map/atlas*	13	10.1	2.6 (0.7)
Arizona DOT*	10	7.4	1.9 (0.6)
Other	23	19.8	5.0 (1.2)
* write-in category                             Totals:	390	393.9	100.0

 

A3. How many times have you called 511 in the past month?

	Frequency	Weighted Frequency	Percent (SE)
1	43	50.7	18.3 (3.4)
2-3	96	97.3	35.1 (4.2)
4-5	51	53.2	19.2 (3.6)
6-10	41	33.4	12.0 (2.4)
11-15	18	21.2	7.6 (2.5)
>15	22	21.6	7.8 (2.3)
Totals:	271	277.4	100.0

 

A4. Would you estimate that you place more of your calls to 511 from your cell phone, from a landline, or would you say you call 511 about equally from a cell phone and landline?

	Frequency	Weighted Frequency	Percent (SE)
Most from cell phone	227	223.6	80.6 (3.4)
Most from a landline	27	31.9	11.5 (2.5)
About equally cell phone and landline	17	22.0	7.9 (2.5)
Totals:	271	277.4	100.0

 

A5. Have you ever called 511 in a different state?

	Frequency	Weighted Frequency	Percent (SE)
Yes	19	3.6	4.9 (1.2)
No	252	263.8	95.1 (1.2)
Totals:	271	277.4	100.0

 

B1. Where were you when you phoned?

	Frequency	Weighted Frequency	Percent (SE)
At home	122	124.9	30.4 (3.1)
At work	26	24.8	6.0 (1.3)
Driving in a private vehicle	232	231.7	56.4 (3.1)
A passenger in a private vehicle	19	19.0	4.6 (1.3)
A passenger on a bus	0	0.0	0.0 (0.0)
Waiting at a bus stop	1	2.0	0.5 (0.5)
Somewhere else	11	8.7	2.1 (0.8)
Totals:	411	411.0	100.0

 

B2. Did you call 511 for information regarding a specific trip you were making?

	Frequency	Weighted Frequency	Percent (SE)
Yes	379	382.2	93 (1.5)
No	32	28.8	7 (1.5)
Totals:	411	411.0	100.0

 

B3. Did you call before a trip or while you were traveling?

	Frequency	Weighted Frequency	Percent (SE)
While traveling	250	248.5	65.2 (3.3)
Within 15 minutes before setting out	33	31.0	8.1 (1.7)
More than 15 minutes in advance of your trip, but on the same day	62	58.6	15.4 (2.4)
A day or more in advance for a trip you were planning	32	42.8	11.2 (2.5)
Totals:	377	380.9	100.0

 

B4. What type of transportation did you use for this trip (select all that apply)?

	Frequency	Weighted Frequency	Percent (SE)
Drove private vehicle	327	333.1	87.2 (2.2)
Passenger in private vehicle	28	20.0	5.2 (1.2)
Bus	3	3.5	0.9 (0.6)
Commercial vehicle	28	30.4	8.0 (1.9)
Bike	0	0.0	0.0 (0.0)
Walking	0	0.0	0.0 (0.0)
Some other means	0.0	0	0.0 (0.0)

 

B5. What was your primary purpose for making this trip?

	Frequency	Weighted Frequency	Percent (SE)
Commuting to or from work or school	128	124.9	33.0 (3.4)
Work- or school-related travel, but not a commute trip	63	56.9	15.0 (2.3)
Family or personal reasons (e.g., shopping or medical appointments)	120	124.1	32.8 (3.2)
Social, religious, or recreational	64	72.3	19.1 (2.9)
Other	1	0.2	0.1 (0.1)
Totals:	376	378.4	100.0

 

B6. When we interrupted your call you indicated that you called 511 for information on [intercept-stated reason]. Is that correct?

	Frequency	Weighted Frequency	Percent (SE)
Yes	367	368.6	96.4 (1.5)
No	12	13.6	3.6 (1.5)
Totals:	379	382.2	100.0

 

B7. In general, how satisfied were you with the information you got for the trip you were taking?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	173	187.0	49.4 (3.7)
Somewhat satisfied	81	81.9	21.6 (3.1)
Neither satisfied nor dissatisfied	16	14.8	3.9 (1.5)
Somewhat dissatisfied	37	34.3	9.1 (1.7)
Very dissatisfied	69	60.4	16.0 (2.3)
Totals:	376	378.4	100.0

 

B8a. Did you select the menu option for information about Roads?

	Frequency	Weighted Frequency	Percent (SE)
Yes	336	334.3	90.0 (2.3)
No	36	37.3	10.0 (2.3)
Totals:	372	371.6	100.0

 

B8b. Did you select the menu option for information about Buses?

	Frequency	Weighted Frequency	Percent (SE)
Yes	2	3.0	0.8 (0.6)
No	375	378.0	99.2 (0.6)
Totals:	377	381.0	100.0

 

B8b1. Which bus system or systems did you select? (select all that apply)

	Frequency	Weighted Frequency	Percent (SE)
Phoenix Valley Metro	2	3.0	100.0
Tucson Sun Tran	0	0.0	0.0

 

B8c. Did you select the menu option for information about Airports?

	Frequency	Weighted Frequency	Percent (SE)
Yes	3	1.8	0.5 (0.3)
No	374	379.2	99.5 (0.3)
	377	381.0	100.0

 

B8c1. Which airport or airports did you select? (select all that apply)?

	Frequency	Weighted Frequency	Percent (SE)
Phoenix Sky Harbor	3	1.8	100.0
Tucson International	0	0.0	0.0

 

B8d. Did you select the menu option for information about Tourism?

	Frequency	Weighted Frequency	Percent (SE)
Yes	1	1.0	0.3 (0.3)
No	376	380.0	99.7 (0.3)
Totals:	377	381.0	100.0

 

B8d1. Did you get information for Arizona Office of Tourism? Did you get Grand Canyon tourism information? (select all that apply)

	Frequency	Weighted Frequency	Percent (SE)
Arizona Office of Tourism	0	0.0	0.0
Grand Canyon	1	1.0	100.0

 

B8e. Did you select the menu option for Quick reports?

	Frequency	Weighted Frequency	Percent (SE)
Yes	29	29.2	7.7 (1.8)
No	346	350.2	92.3 (1.8)
Totals:	375	379.4	100.0

 

B8e1. What quick reports did you select? (select all that apply)

	Frequency	Weighted Frequency	Percent (SE)
Northwest Valley	3	2.2	7.4 (4.5)
North Phoenix	7	7.2	24.6 (10.1)
Northeast Valley	2	1.6	5.4 (4.0)
East Valley	9	13.3	45.5 (11.9)
Phoenix	7	4.3	14.6 (5.9)
West Valley	2	1.5	5.2 (3.9)
Tucson	1	0.6	1.9 (1.9)

 

B9a. You selected the menu option for roads. How satisfied are you with the quality of the information you received?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	151	156.6	46.9 (3.7)
Somewhat satisfied	93	94.1	28.2 (3.4)
Neither satisfied nor dissatisfied	9	11.3	3.4 (1.6)
Somewhat dissatisfied	28	24.7	7.4 (1.7)
Very dissatisfied	54	46.8	14.0 (2.4)
Totals:	335	333.6	100.0

 

B9b. You selected the menu option for busses. How satisfied are you with the quality of the information you received?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	1	2.0	100.0
Somewhat satisfied	0	0.0	0.0
Neither satisfied nor dissatisfied	0	0.0	0.0
Somewhat dissatisfied	0	0.0	0.0
Very dissatisfied	0	0.0	0.0
Totals:	1	2.0	100.0

 

B9c. You selected the menu option for airport. How satisfied are you with the quality of the information you received?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	2	1.6	87.2 (13.8)
Somewhat satisfied	1	0.2	12.8 (13.8)
Neither satisfied nor dissatisfied	0	0.0	0.0 (0.0)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	3	1.8	100.0

 

B9d. You selected the menu option for tourism. How satisfied are you with the quality of the information you received?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	1	1.0	100.0
Somewhat satisfied	0	0.0	0.0
Neither satisfied nor dissatisfied	0	0.0	0.0
Somewhat dissatisfied	0	0.0	0.0
Very dissatisfied	0	0.0	0.0
Totals:	1	1.0	100.0

 

B9e. You selected the menu option for quick reports. How satisfied are you with the quality of the information you received?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	9	8.9	30.3 (10.3)
Somewhat satisfied	10	12.5	42.8 (11.8)
Neither satisfied nor dissatisfied	1	0.8	2.7 (2.7)
Somewhat dissatisfied	4	4.9	16.6 (8.7)
Very dissatisfied	5	2.2	7.5 (3.7)
Totals:	29	29.2	100.0

 

B10. Did you make any changes to your trip or travel plans as a result of the information you got from 511?
B10a. Did you decide to leave earlier?

	Frequency	Weighted Frequency	Percent (SE)
Yes	12	8.6	2.3 (0.7)
No	365	372.1	97.7 (0.7)
Totals:	377	380.7	100.0

 

B10b. Did you decide to leave later?

	Frequency	Weighted Frequency	Percent (SE)
Yes	10	8.4	2.2 (0.9)
No	368	373.0	97.8 (0.9)
Totals:	378	381.4	100.0

 

B10c. Did you take a different bus?

	Frequency	Weighted Frequency	Percent (SE)
Yes	0	0.0	0.0
No	377	379.0	100.0
Totals:	377	379.0	100.0

 

B10d. Did you decide to take a different type of transportation?

	Frequency	Weighted Frequency	Percent (SE)
Yes	1	2.9	0.8 (0.8)
No	377	378.5	99.2 (0.8)
Totals:	378	381.4	100.0

 

B10e. Did you decide to take a different route?

	Frequency	Weighted Frequency	Percent (SE)
Yes	60	46.7	12.3 (2.0)
No	316	333.5	87.7 (2.0)
Totals:	376	380.2	100.0

 

B10f. Did you decide to make stops on the way that you would not otherwise have made?

	Frequency	Weighted Frequency	Percent (SE)
Yes	18	15.4	4.1 (1.0)
No	359	363.5	95.9 (1.0)
Totals:	377	378.9	100.0

 

B10g. Did you slow down or change speed?

	Frequency	Weighted Frequency	Percent (SE)
Yes	42	35.5	9.3 (1.6)
No	335	345.1	90.7 (1.6)
Totals:	377	380.6	100.0

 

B10h. Did you change lanes?

	Frequency	Weighted Frequency	Percent (SE)
Yes	48	46.2	12.2 (2.3)
No	327	333.1	87.8 (2.3)
Totals:	375	379.2	100.0

 

B10i. Did you make another type of change?

	Frequency	Weighted Frequency	Percent (SE)
Yes	4	3.8	1.0 (0.6)
No	374	377.6	99.0 (0.6)
Totals:	378	381.4	100.0

 

At this point in the survey, a branch in the questionnaire directed the interviewer to skip to XC1 for first-time callers (at the end of the appendix). Questions C1 through G5 that follow were asked of repeat callers only.

 

C1. For this particular trip, did you speak to the 511 service to select menu options, or did you use the buttons on your phone to make your selections?

	Frequency	Weighted Frequency	Percent (SE)
Voice recognition	211	223.6	81.6 (2.8)
Phone buttons	42	37.8	13.8 (2.5)
Both	16	12.7	4.6 (1.4)
Totals:	269	274.1	100.0

 

C2. How satisfied were you with the [method used] for making selections from the 511 menu?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	106	97.3	35.5 (4.4)
Somewhat satisfied	70	80.6	29.4 (4.1)
Neither satisfied nor dissatisfied	6	8.2	3.0 (1.3)
Somewhat dissatisfied	38	39.1	14.3 (3.0)
Very dissatisfied	49	48.9	17.8 (3.3)
Totals:	269	274.1	100.0

 

C2a. How satisfied were you with the phone buttons for making selections from the 511 menu?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	7	5.6	47.1 (16.7)
Somewhat satisfied	4	2.9	24.3 (12.0)
Neither satisfied nor dissatisfied	2	2.2	18.8 (13.2)
Somewhat dissatisfied	1	0.8	6.7 (6.7)
Very dissatisfied	1	0.4	3.1 (3.2)
Totals:	15	11.9	100.0

 

C3. Voice. Why were you dissatisfied with the voice recognition feature?

	Frequency	Weighted Frequency	Percent (SE)
Did not understand request*	35	31.2	35.6 (6.9)
Gave wrong information*	18	17.6	20.0 (5.1)
Background noise interferes*	25	29.0	33.1 (7.8)
Wanted option to speak to live person*	2	1.6	1.8 (1.3)
Poor menu options*	5	7.9	9.0 (5.6)
Other*	1	0.4	0.4 (0.4)
* write-in category                             Totals:	86	87.7	100.0

 

C3a. Have you ever tried using the voice recognition feature?

	Frequency	Weighted Frequency	Percent (SE)
Yes	34	31.7	77.1 (8.7)
No	10	9.4	22.9 (8.7)
Totals:	44	41.2	100.0

 

C3b. How satisfied were you with voice recognition for making selections from the 511 menu?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	2	1.3	4.0 (2.8)
Somewhat satisfied	6	3.9	12.3 (5.2)
Neither satisfied nor dissatisfied	0	0.0	0.0 (0.0)
Somewhat dissatisfied	5	5.6	17.5 (9.3)
Very dissatisfied	21	21.0	66.3 (9.8)
Totals:	34	31.7	100.0

 

C4. Considering all the calls you've made to 511, would you say the problems with voice recognition seem to happen only when you call from a cell phone, only when you call from a landline phone, or do the problems seem to happen when you call from either a cell phone or a landline?

	Frequency	Weighted Frequency	Percent (SE)
Only on a cell phone	71	66.5	62.2 (6.9)
Only on a landline phone	9	11.6	10.9 (4.2)
Both	23	28.8	26.9 (6.6)
Totals:	103	106.9	100.0

 

C5. Do you experience problems with voice recognition when you use speakerphone or handsfree mode, when you are holding the receiver, or both ways?

	Frequency	Weighted Frequency	Percent (SE)
Speakerphone or hands free mode	8	6.5	6.1 (2.4)
Holding the receiver	73	73.6	69.3 (6.7)
Both	22	26.1	24.5 (6.6)
Totals:	103	106.2	100.0

 

D1. Have you used 511 to obtain road information in the past?

	Frequency	Weighted Frequency	Percent (SE)
Yes	44	49.1	99.2 (0.9)
No	1	0.4	0.8 (0.9)
Totals:	45	49.5	100.0

 

D2. How satisfied are you with the quality of 511's information on
D2a. Weather-related roadway conditions:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	66	73.6	37.6 (5.1)
Somewhat satisfied	44	49.6	25.3 (4.3)
Neither satisfied nor dissatisfied	64	62.0	31.7 (4.8)
Somewhat dissatisfied	4	3.0	1.5 (1.0)
Very dissatisfied	7	7.7	3.9 (1.6)
Totals:	185	196.0	100.0

 

D2b. Traffic incidents and accidents:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	94	97.7	38.4 (3.5)
Somewhat satisfied	86	90.5	35.6 (4.1)
Neither satisfied nor dissatisfied	28	31.9	12.5 (2.9)
Somewhat dissatisfied	20	25.5	10.0 (2.9)
Very dissatisfied	13	8.8	3.5 (1.1)
Totals:	241	254.5	100.0

 

D2c. Traffic congestion:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	95	100.0	41.5 (4.1)
Somewhat satisfied	81	86.7	36.0 (4.3)
Neither satisfied nor dissatisfied	27	34.0	14.1 (3.4)
Somewhat dissatisfied	16	13.2	5.5 (1.7)
Very dissatisfied	10	6.8	2.8 (1.0)
Totals:	229	240.8	100.0

 

D2d. Roadway construction projects:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	118	113.4	47.3 (3.9)
Somewhat satisfied	84	92.2	38.5 (4.1)
Neither satisfied nor dissatisfied	23	20.5	8.6 (2.1)
Somewhat dissatisfied	9	9.1	3.8 (1.5)
Very dissatisfied	4	4.4	1.8 (1.0)
Totals:	238	239.6	100.0

 

D2e. Quick reports providing regional summaries:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	45	43.5	24.3 (4.8)
Somewhat satisfied	37	39.1	21.8 (3.9)
Neither satisfied nor dissatisfied	77	82.8	46.3 (5.4)
Somewhat dissatisfied	6	8.7	4.9 (2.9)
Very dissatisfied	5	4.9	2.7 (1.4)
Totals:	170	179	100.0

 

D3. Have you used 511 to obtain bus information in the past?

	Frequency	Weighted Frequency	Percent (SE)
Yes	3	4.3	1.5 (1.1)
No	267	272.1	98.5 (1.1)
Totals:	270	276.4	100.0

 

D4. How satisfied are you with the quality of 511's information
D4a. On major bus service disruptions:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	3	4.5	84.7 (15.8)
Somewhat satisfied	1	0.8	15.3 (15.8)
Neither satisfied nor dissatisfied	0	0.0	0.0 (0.0)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	4	5.3	100.0

 

D4b. When you asked to be transferred to a bus agency for more information:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	0	0.0	0.0 (0.0)
Somewhat satisfied	1	0.8	18.9 (20.1)
Neither satisfied nor dissatisfied	2	3.5	81.1 (20.1)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	3	4.3	100.0

 

D5. Have you used 511 to obtain airport or tourism information in the past?

	Frequency	Weighted Frequency	Percent (SE)
Yes	8	5.9	2.1 (0.9)
No	263	271.6	97.9 (0.9)
Totals:	271	277.4	100.0

 

D6. How satisfied are you with the quality of 511's information on
D6a. Airport conditions:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	2	1.1	19.9 (14.0)
Somewhat satisfied	4	3.3	61.0 (20.3)
Neither satisfied nor dissatisfied	1	1.0	19.0 (17.1)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	7	5.4	100.0

 

D6b. The Grand Canyon:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	1	1.0	19.0 (17.1)
Somewhat satisfied	2	1.8	33.9 (22.5)
Neither satisfied nor dissatisfied	4	2.5	47.0 (21.4)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	7	5.4	100.0

 

D6c. Tourism information that is available by transfer to the Arizona Office of Tourism:

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	1	1	17.5 (15.8)
Somewhat satisfied	1	0.2	3.9 (4.1)
Neither satisfied nor dissatisfied	6	4.6	78.6 (16.1)
Somewhat dissatisfied	0	0.0	0.0 (0.0)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	8	5.9	100.0

 

E. Do you strongly agree, agree, are neutral, disagree, or strongly disagree that
E1a. The traffic information I get from 511 is accurate and timely:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	65	66.5	24.7 (3.7)
Agree	144	153.8	57.1 (4.3)
Neutral	11	11.1	4.1 (1.5)
Disagree	19	17	6.3 (1.8)
Strongly Disagree	13	8.8	3.3 (1.0)
Aspect Not Used	12	12.4	4.6 (2.0)
Totals:	264	269.5	100.0

 

E1b. 511 covers the areas and routes I'm interested in:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	131	130.6	47.3 (4.4)
Agree	129	138.4	50.1 (4.4)
Neutral	3	1.6	0.6 (0.4)
Disagree	3	2.2	0.8 (0.5)
Strongly Disagree	2	1.1	0.4 (0.3)
Aspect Not Used	1	2.3	0.8 (0.8)
Totals:	269	276.4	100.0

 

E1c. I prefer to get information on segments of roads, like I-10 from Phoenix to Tucson, rather than for an entire road, like all of I-10 in Arizona.

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	146	146.8	53.7 (4.5)
Agree	93	83.0	30.4 (3.6)
Neutral	7	17.2	6.3 (2.9)
Disagree	14	20.7	7.6 (2.6)
Strongly Disagree	4	2.5	0.9 (0.5)
Aspect Not Used	3	3.2	1.2 (0.9)
Totals:	267	273.4	100.0

 

E2a. 511 covers all of the bus services I'm interested in:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	1	0.6	10.9 (11.7)
Agree	1	0.8	15.3 (15.8)
Neutral	1	2.9	54.9 (28.8)
Disagree	0	0.0	0.0 (0.0)
Strongly Disagree	0	0.0	0.0 (0.0)
Aspect Not Used	1	1.0	18.9 (18.9)
Totals:	4	5.3	100.0

 

E2b. On 511 I can quickly get through to a live operator to help plan my trip:

	Frequency	Weighted Frequency	Percent (SE)
Strongly Agree	0	0.0	0.0 (0.0)
Agree	1	0.8	15.3 (15.8)
Neutral	0	0.0	0.0 (0.0)
Disagree	0	0.0	0.0 (0.0)
Strongly Disagree	1	0.6	10.9 (11.7)
Aspect Not Used	2	3.9	73.8 (20.6)
Totals:	4	5.3	100.0

 

E3a. It is easy to navigate through the 511 menu to get the information I need:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	76	80.1	29.1 (4.1)
Agree	118	115.5	41.9 (4.7)
Neutral	20	19.5	7.1 (2.0)
Disagree	33	31.1	11.3 (2.7)
Strongly Disagree	22	28.0	10.2 (2.8)
Aspect Not Used	1	1.2	0.4 (0.4)
Totals:	270	275.4	100.0

 

E3b. I am more likely to take the bus due to information on 511:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	1	0.6	0.2 (0.2)
Agree	9	9.1	3.3 (1.3)
Neutral	10	7.2	2.6 (1.1)
Disagree	87	91.9	33.5 (3.9)
Strongly Disagree	64	61.6	22.4 (3.4)
Aspect Not Used	96	104.3	38.0 (3.9)
Totals:	267	274.6	100.0

 

E3c. I call 511 most often when the weather is bad:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	28	27.4	9.9 (2.6)
Agree	38	47.7	17.2 (3.1)
Neutral	22	18.4	6.7 (1.8)
Disagree	127	130.7	47.2 (4.2)
Strongly Disagree	28	25.8	9.3 (2.0)
Aspect Not Used	27	26.8	9.7 (2.0)
Totals:	270	276.8	100.0

 

E3d. I am able to get through to 511 without any busy signals:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	165	165.1	59.5 (4.3)
Agree	105	111.8	40.3 (4.3)
Neutral	0	0.0	0.0 (0.0)
Disagree	1	0.6	0.2 (0.2)
Strongly Disagree	0	0.0	0.0 (0.0)
Aspect Not Used	0	0.0	0.0 (0.0)
Totals:	271	277.4	100.0

 

E3e. I can easily understand the information on 511:

	Frequency	Weighted Frequency	Percent (SE)
Strongly agree	112	116.2	42.2 (4.3)
Agree	140	141.9	51.6 (4.2)
Neutral	7	6.1	2.2 (1.1)
Disagree	7	9.1	3.3 (1.5)
Strongly Disagree	4	1.8	0.7 (0.3)
Aspect Not Used	0	0.0	0.0 (0.0)
Totals:	270	275.1	100.0

 

F1. What benefits, if any, have you obtained by using 511?

	Frequency	Weighted Frequency	Percent (SE)
Able to change routes*	37	39.3	14.9 (3.1)
Able to receive current road/weather information*	85	85.7	32.6 (4.0)
Helped save on travel time*	54	54.1	20.5 (3.9)
Able to avoid traffic congestions due to accidents/construction*	48	51.6	19.6 (3.7)
None*	17	17.3	6.6 (2.1)
Satisfied - no special benefit*	1	0.4	0.2 (0.2)
More relaxing/easier travel*	6	3.1	1.2 (0.5)
Other*	12	11.8	4.5 (1.7)
* write-in category                             Totals:	260	263.2	100.0

 

F2. Please rate each potential improvement as high, medium, or low priority.
F2a. Improvements to the speech recognition feature:

	Frequency	Weighted Frequency	Percent (SE)
High	185	200.0	72.3 (3.5)
Medium	41	35.4	12.8 (2.4)
Low	43	41.2	14.9 (2.8)
Totals:	269	276.6	100.0

 

F2b. Adding more roads that currently aren't covered:

	Frequency	Weighted Frequency	Percent (SE)
High	73	63.2	24.1 (3.4)
Medium	92	97.7	37.3 (4.3)
Low	97	101.1	38.6 (4.1)
Totals:	262	262.0	100.0

 

F2c. Providing information on when a bus will arrive at a particular stop:

	Frequency	Weighted Frequency	Percent (SE)
High	21	18.3	7.3 (2.0)
Medium	28	23.9	9.5 (2.2)
Low	206	209.9	83.3 (2.6)
Totals:	255	252.1	100.0

 

F2d. Providing information on roads in neighboring states:

	Frequency	Weighted Frequency	Percent (SE)
High	49	44.0	16.6 (3.0)
Medium	71	72.8	27.4 (3.6)
Low	144	148.8	56.0 (3.7)
Totals:	264	265.6	100.0

 

F2e. Providing more detailed information on general traffic congestion levels and delays:

	Frequency	Weighted Frequency	Percent (SE)
High	188	182.2	65.8 (4.0)
Medium	64	69.6	25.1 (3.8)
Low	18	25.1	9.1 (2.8)
Totals:	270	276.9	100.0

 

F2f. Is there anything more you would like to add to the list of potential improvements?

	Frequency	Weighted Frequency	Percent (SE)
Yes	97	97.7	35.2 (4.2)
No	174	179.7	64.8 (4.2)
Totals:	271	277.4	100.0

 

F2f. Suggested potential improvements:

	Frequency	Weighted Frequency	Percent (SE)
Menu-related*	9	8.4	8.6 (3.9)
Information on road/traffic conditions*	35	33.9	34.8 (7.0)
Road segment and road names*	6	5.3	5.5 (2.4)
User interface*	25	26.0	26.7 (5.8)
Coverage of more roads*	4	2.6	2.6 (1.4)
Ability to access live person*	3	3.2	3.3 (2.0)
New content*	2	0.9	0.9 (0.8)
Add website*	2	1.6	1.7 (1.2)
Other*	10	15.4	15.8 (6.2)
*write-in category Totals:	96	97.4	100.0

 

F2f1. In your opinion, should that be high, medium, or low priority change for the 511 system?

	Frequency	Weighted Frequency	Percent (SE)
High priority	86	82.9	84.8 (5.2)
Medium priority	11	14.8	15.2 (5.2)
Low priority	0	0.0	0.0 (0.0)
Totals:	97	97.7	100.0

 

F3. Are you likely to phone 511 again?

	Frequency	Weighted Frequency	Percent (SE)
Yes	262	269.8	97.6 (1.1)
No	8	6.6	2.4 (1.1)
Totals:	270	276.4	100.0

 

F4. Would you recommend 511 to a friend?

	Frequency	Weighted Frequency	Percent (SE)
Yes	260	266.0	96.2 (1.5)
No	10	10.4	3.8 (1.5)
Totals:	270	276.4	100.0

 

F5a. Have you used radio traffic reports as a source of travel information?

	Frequency	Weighted Frequency	Percent (SE)
Yes	193	198.4	71.6 (4.0)
No	77	78.6	28.4 (4.0)
Totals:	270	277.0	100.0

 

F5b. How many times per month do you use radio traffic reports as a source of travel information?

	Frequency	Weighted Frequency	Percent (SE)
1-10	85	85.5	44.7 (5.5)
11-20	39	41.8	21.8 (4.2)
21-30	50	53.7	28.1 (5.0)
>30	14	10.4	5.4 (1.6)
Totals:	188	191.3	100.0

 

F5c. Do you think the quality of information provided in radio traffic reports is much better than 511's information, somewhat better, about the same as 511, somewhat worse, or much worse than 511?

	Frequency	Weighted Frequency	Percent (SE)
Much better than 511	18	14.7	5.9 (1.6)
Better than 511	43	44.7	17.8 (3.8)
About the same as 511	66	60.9	24.3 (4.0)
Worse than 511	58	63.9	25.5 (3.9)
Much worse than 511	24	28.1	11.2 (3.1)
Have never used	32	38.5	15.4 (3.7)
Totals:	241	250.8	100.0

 

G1. Gender of respondent.

	Frequency	Weighted Frequency	Percent (SE)
Male	137	144.3	52.0 (4.1)
Female	134	133.1	48.0 (4.1)
Totals:	271	277.4	100.0

 

G2. What is your age?

	Frequency	Weighted Frequency	Percent (SE)
18 to 24	29	25.9	9.4 (2.6)
25 to 34	63	76.8	27.9 (3.8)
35 to 49	116	111.1	40.4 (3.8)
50 to 64	51	55.9	20.3 (3.4)
65 and over	9	5.1	1.9 (0.7)
Totals:	268	274.8	100.0

 

G3. What is the highest grade of school or year of college you completed?

	Frequency	Weighted Frequency	Percent (SE)
Less than HS grad	2	2.0	0.7 (0.6)
HS graduate	62	62.2	22.6 (3.8)
At least two full years of college	81	84.3	30.6 (3.3)
Bachelor degree	83	86.9	31.6 (4.2)
Postgraduate degree	40	39.9	14.5 (3.0)
Totals:	268	275.3	100.0

 

G4. What was your family income from all sources before taxes during the last twelve months?

	Frequency	Weighted Frequency	Percent (SE)
Less than $14,999	11	12.7	5.4 (2.3)
$15,000 to $24,999	7	4.9	2.1 (0.9)
$25,001 to $39,999	32	34.0	14.4 (3.5)
$40,000 to $59,999	57	63.8	27.0 (3.1)
$60,000 to $99,999	72	87.4	37.0 (4.1)
$100,000 and over	46	33.6	14.2 (2.4)
Totals:	225	236.4	100.0

 

G4a. Could you tell me if your total annual household income above or below $50,000?

	Frequency	Weighted Frequency	Percent (SE)
Below	7	4.3	20.0 (7.9)
Above	16	17.1	80.0 (7.9)
Totals:	23	21.3	100.0

 

G5. What is the zip code where you currently reside?^*

	Frequency	Weighted Frequency	Percent (SE)
Out of state	6	5.4	2.0 (0.9)
Phoenix metro area	226	230.6	84.8 (3.3)
Tucson metro area	2	1.1	0.4 (0.3)
Other part of Arizona	32	35.0	12.9 (3.2)
*zip codes grouped into specific geographical areas           Totals:	266	272.1	100.0

 

Questions XC1 through XG5 were asked only of first-time callers.

 

XC1. Did you speak to the 511 service to select menu options, or did you use the buttons on your phone to make your selections?

	Frequency	Weighted Frequency	Percent (SE)
Voice recognition	82	80.6	62.3 (5.3)
Phone buttons	37	32.1	24.8 (4.6)
Both	17	16.7	12.9 (3.8)
Totals:	136	129.3	100.0

 

XC2. In general, how satisfied were you with [method used] for making selections from the 511 menus?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	42	39.9	31.0 (4.8)
Somewhat satisfied	33	30.9	24.0 (4.9)
Neither satisfied nor dissatisfied	6	4.2	3.2 (1.4)
Somewhat dissatisfied	20	18.5	14.4 (3.8)
Very dissatisfied	34	35.4	27.5 (5.3)
Totals:	135	128.8	100.0

 

XC2a. In general, how satisfied were you with the phone buttons for making selections from the 511 menus?

	Frequency	Weighted Frequency	Percent (SE)
Very satisfied	10	6.4	38.6 (13.7)
Somewhat satisfied	5	5.7	34.4 (15.3)
Neither satisfied nor dissatisfied	0	0.0	0.0 (0.0)
Somewhat dissatisfied	2	4.5	27.0 (17.1)
Very dissatisfied	0	0.0	0.0 (0.0)
Totals:	17	16.7	100.0

 

XC3Voice. Why were you dissatisfied with the voice recognition feature?

	Frequency	Weighted Frequency	Percent (SE)
Did not understand request*	25	28.1	55.2 (9.1)
Gave wrong information*	15	16.0	31.6 (9.0)
Background noise interferes*	2	1.1	2.2 (1.7)
Wanted option to speak to live person*	0	0.0	0.0 (0.0)
Poor menu options*	2	1.3	2.5 (1.8)
Other*	6	4.3	8.5 (3.8)
*write-in category           Totals:	50	50.9	100.0

 

XC4. Our records indicate that you were calling from a [cell phone / landline phone]. Is that correct?

	Frequency	Weighted Frequency	Percent (SE)
Yes	35	41.5	87.3 (4.2)
No	11	6.0	12.7 (4.2)
Totals:	46	47.5	100.0

 

XC5. Did you experience the problem when you were using a speakerphone or hands free mode, when you are holding the receiver or both ways?

	Frequency	Weighted Frequency	Percent (SE)
Speakerphone or hands free mode	1	1.0	2.1 (2.1)
Holding the receiver	38	37.2	82.0 (9.8)
Both	3	7.2	15.9 (9.8)
Totals:	42	45.3	100.0

 

XF1. What benefits, if any, have you obtained by using 511?

	Frequency	Weighted Frequency	Percent (SE)
Able to change routes*	4	6.1	4.9 (2.9)
Able to receive current road/weather information*	31	35.2	28.4 (5.4)
Helped save on travel time*	9	7.1	5.8 (2.0)
Able to avoid traffic congestions due to accidents/construction*	4	2.3	1.9 (1.0)
None*	47	38.8	31.3 (4.9)
Satisfied — no special benefit*	16	12.1	9.8 (2.6)
More relaxing/easier travel*	5	3.7	3.0 (1.4)
Other*	18	18.5	15.0 (4.0)
*write-in category                                                                                                   Totals:	134	123.8	100.0

 

XF2. Please rate each potential improvement as high, medium, or low priority.
XF2a. Improvements to the speech recognition feature.

	Frequency	Weighted Frequency	Percent (SE)
High	77	75.9	60.0 (5.0)
Medium	27	24.2	19.1 (3.6)
Low	25	26.3	20.8 (4.1)
Totals:	129	126.4	100.0

 

XF2b. Adding more roads that currently aren't covered.

	Frequency	Weighted Frequency	Percent (SE)
High	63	60.5	51.6 (5.8)
Medium	38	40.1	34.2 (5.7)
Low	21	16.6	14.2 (3.4)
Totals:	122	117.3	100.0

 

XF2c. Providing information on when a bus will arrive at a particular stop.

	Frequency	Weighted Frequency	Percent (SE)
High	14	13.3	11.1 (2.4)
Medium	18	17.3	14.4 (3.9)
Low	94	89.7	74.5 (4.5)
Totals:	126	120.4	100.0

 

XF2d. Providing information on roads in neighboring states.

	Frequency	Weighted Frequency	Percent (SE)
High	33	26.2	21.0 (4.6)
Medium	35	33.6	27.0 (4.8)
Low	64	64.9	52.0 (5.6)
Totals:	132	124.7	100.0

 

XF2e. Providing more detailed information on general traffic congestion levels and delays.

	Frequency	Weighted Frequency	Percent (SE)
High	75	70.2	55.8 (5.8)
Medium	46	44.5	35.3 (5.4)
Low	11	11.2	8.9 (3.4)
Totals:	132	125.9	100.0

 

XF2f. Is there anything more you would like to add to the list of potential improvements?

	Frequency	Weighted Frequency	Percent (SE)
Yes	53	54.4	40.8 (5.8)
No	87	79.1	59.2 (5.8)
Totals:	140	133.6	100.0

 

XF2f. Suggested potential improvements:

	Frequency	Weighted Frequency	Percent (SE)
Menu-related*	8	9.8	18.0 (6.9)
Information on road/traffic conditions*	9	8.0	14.7 (6.1)
Road segment and road names*	4	6.2	11.4 (6.1)
User interface*	4	7.0	12.9 (8.3)
Coverage of more roads*	1	0.6	1.2 (1.2)
Ability to access live person*	14	13.4	24.5 (7.0)
New content*	4	3.0	5.5 (2.7)
Add website*	1	0.6	1.1 (1.2)
Other*	8	5.9	10.8 (4.1)
*write-in category                                                                                                Totals:	53	54.5	100.0

 

XF2f1. In your opinion, should that be high, medium, or low priority change for the 511 system?

	Frequency	Weighted Frequency	Percent (SE)
High priority	51	53.3	97.7 (1.7)
Medium priority	2	1.3	2.3 (1.7)
Low priority	0	0.0	0.0 (0.0)
Totals:	53	54.5	100.0

 

XF3. Are you likely to phone 511 again?

	Frequency	Weighted Frequency	Percent (SE)
Yes	129	126.5	94.7 (1.7)
No	11	7.1	5.3 (1.7)
Totals:	140	133.6	100.0

 

XF4. Would you recommend 511 to a friend?

	Frequency	Weighted Frequency	Percent (SE)
Yes	122	119.6	90.5 (3.1)
No	16	12.5	9.5 (3.1)
Totals:	138	132.0	100.0

 

XF5a. Have you used radio traffic reports as a source of travel information?

	Frequency	Weighted Frequency	Percent (SE)
Yes	73	69.8	52.6 (5.9)
No	66	63.0	47.4 (5.9)
Totals:	139	132.8	100.0

 

XF5b. How many times per month do you use radio traffic reports as a source of travel information?

	Frequency	Weighted Frequency	Percent (SE)
1-10	42	38.9	57.7 (7.8)
11-20	9	15.2	22.6 (8.1)
21-30	15	10.0	14.8 (4.1)
>30	4	3.3	4.9 (2.5)
Totals:	70	67.5	100.0

 

XF5c. Do you think the quality of information provided in radio traffic reports is much better than 511's information, somewhat better, about the same as 511, somewhat worse, or much worse than 511?

	Frequency	Weighted Frequency	Percent (SE)
Much better than 511	6	5.2	4.5 (1.9)
Better than 511	17	13.8	12.1 (3.8)
About the same as 511	38	37.8	33.2 (5.4)
Worse than 511	17	17.9	15.7 (4.4)
Much worse than 511	5	4.6	4.0 (2.0)
Totals:	114	113.8	100.0

 

XG1. Gender of Respondent

	Frequency	Weighted Frequency	Percent (SE)
Male	73	71.5	53.5 (5.5)
Female	67	62.1	46.5 (5.5)
Totals:	140	133.6	100.0

 

XG2. What is your age?

	Frequency	Weighted Frequency	Percent (SE)
18-24	12	13.5	10.1 (3.3)
25-34	22	18.5	13.9 (3.5)
35-49	36	33.0	24.8 (4.7)
50-64	38	36.6	27.5 (4.9)
65 and over	31	31.4	23.6 (4.5)
Totals:	139	133.0	100.0

 

XG3. What is the highest grade of school or year of college you completed?

	Frequency	Weighted Frequency	Percent (SE)
Less than HS grad	4	5.5	4.1 (2.4)
HS graduate	42	40.6	30.8 (4.8)
At least two full years of college	32	34.2	25.9 (5.2)
Bachelor degree	47	42.1	31.9 (5.2)
Postgraduate degree	13	9.6	7.2 (2.1)
Totals:	138	131.9	100.0

 

XG4. What was your family income from all sources before taxes during the last twelve months?

	Frequency	Weighted Frequency	Percent (SE)
Less than $14,999	16	15.8	15.0 (4.1)
$15,000 to $24,999	7	6.6	6.3 (2.8)
$25,001 to $39,999	20	20.8	19.8 (5.0)
$40,000 to $59,999	30	20.1	19.2 (3.9)
$60,000 to $99,999	18	18.9	18.0 (5.4)
$100,000 and over	23	22.7	21.6 (5.4)
Totals:	114	105.0	100.0

 

XG4a. Could you tell me if your total annual household income above or below $50,000?

	Frequency	Weighted Frequency	Percent (SE)
Below	5	9.2	79.8 (12.6)
Above	3	2.3	20.2 (12.6)
Totals:	8	11.6	100.0

 

XG5. What is the zip code where you currently reside?^*

	Frequency	Weighted Frequency	Percent (SE)
Out of state	28	29.7	22.7 (5.2)
Phoenix metro area	69	63.0	48.2 (5.9)
Tucson metro area	7	8.1	6.2 (2.8)
Other part of Arizona	33	30.1	23.0 (4.4)
*zip codes grouped into specific geographical areas            Totals:	137	130.9	100.0

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