May/June
2001
Moving
Ahead - The American Public Speaks on Roadways and Transportation
in Communities
by Vincent Pearce
The customer's
level of satisfaction is perhaps the single most critical measure
of success of an organization or individual. This applies in both
the public and the private sectors. Recognizing this, the Federal
Highway Administration (FHWA) has, for several years, incorporated
various aspects of public satisfaction as key measures in its annual
performance plan. In 2000, FHWA, with the assistance of the Bureau
of Transportation Statistics, undertook a series of three surveys
of customer satisfaction around the country, receiving a total of
more than 5,000 responses. The findings were released in a report
made public on March 20, 2001.
The surveys covered four primary topics:
- User
satisfaction with the nation's highways.
- User
satisfaction with traffic operations.
- Public
satisfaction with the effects that transportation systems have on
communities.
- Public
satisfaction with access to and within federally owned lands, including
national parks and forests.
The findings
can be summarized fairly simply: There's a good level of satisfaction
with FHWA's traditional areas of emphasis, such as bridges and pavement.
This satisfaction has grown meaningfully over the past five years. Growing
concerns include congestion and how transportation impacts the quality
of life in our communities.
The public
wants FHWA to focus on:
- Decreasing
traffic congestion.
- Improving
the safety and effectiveness of work zones.
- Continuing
to improve pavement conditions.
- Making
community-oriented improvements.
- Improving
maintenance response times.
- Improving
road safety in national parks and forests.
The complete
report, as a portable document format (pdf) file, can be found at
http://www.fhwa.dot.gov.
Overall
Satisfaction
Each survey began with questions regarding the respondent's general
level of satisfaction. Most highway travelers were satisfied with
both the major highways they use and the existing transportation system
and options their communities offer. At least 60 percent of the travelers
surveyed indicated that they were satisfied or very satisfied with
traveled roadways and transportation. Almost two-thirds (65 percent)
said that they were satisfied or very satisfied with major highways,
and almost as many (58 percent) indicated that they were satisfied
or very satisfied with their community's transportation options. General
satisfaction does not vary significantly by region of the United States.
Satisfaction was relatively high regardless of the type of road -
interstate highways, non-interstate highways, residential/city streets,
or rural roads - about which respondents were asked. Seventy-two percent
of residents of non-urban areas were satisfied with the roads on which
they travel most often.
Overall
satisfaction with highways, as viewed by travelers in both urban and
non-urban areas, has improved by at least 10 percentage points to
more than 60 percent over the last five years.
Major Highways
In 1995 and again in 2000, highway travelers were asked to rate their
satisfaction with the major highways that they used most often. The
2000 survey indicated a substantial increase in satisfaction; the
percentage of respondents who were either "satisfied" or
"very satisfied" with major highways increased 15 percentage
points (from 50 percent to 65 percent).
"Dissatisfaction,"
a term that includes both "dissatisfied" and "very
dissatisfied" responses, has also increased by six percentage
points.
Today,
fewer travelers, compared to 1995, have a neutral attitude about the
major highways that they use most often. Those providing a neutral
response dropped from 34 percent in 1995 to only 12 percent last year.
Respondents
in urban areas and non-urban areas seem to be almost equally satisfied
with the quality of the major highways they use. About 69 percent
of urban residents report being satisfied with major highways, and
64 percent of non-urban residents are satisfied.
Travelers
in 2000 were also more satisfied with many attributes of the major
highways that they used most often. These attributes included:
- Visual
appeal (outdoor advertisements, landscaping, appearance of sound
barriers).
- Safety
(roadway lighting, shoulder width, safety barriers).
- Bridge
conditions (visual appearance, durability, smoothness).
- Travel
amenities (roadside assistance, mileage signs, availability of rest
areas).
- Pavement
conditions (surface appearance, durability, quiet ride).
The improved
quality of these attributes probably contributed to the general increase
in overall satisfaction with major highways. Significant increases
in public satisfaction with various highway attributes are a good
indicator of general improvements in the overall quality of these
attributes. For example, pavement and bridge conditions, both of which
achieved a higher rating in public satisfaction in 2000 than in 1995,
showed significant increases in their measured physical conditions.
The percentage of deficient bridges (classified as structurally deficient
and/or functionally obsolete) on the National Highway System (NHS)
dropped from 26.3 percent to 23 percent from 1993 to 1999. Similarly,
the percentage of miles on NHS with an acceptable ride quality (based
on an International Roughness Index value of less than 170 inches
per mile) increased from 90 percent to 93 percent from 1995 to 1999.
Visual appearance, durability, and smoothness of ride of bridges each
scored high levels of satisfaction, with respective satisfaction ratings
of 75 percent, 69 percent, and 68 percent. Each of these ratings is
at least 11 percentage points better than five years earlier.
Similarly,
pavement conditions received an overall positive response. The satisfaction
ratings for quiet ride (66 percent), surface appearance (58 percent),
durability (56 percent), and smoothness of ride (53 percent) reflect
five-year increases ranging from four to 16 percentage points.
When
asked about highway safety, respondents gave high marks to many elements,
topped by highway hazard signs (84 percent), lane width (80 percent),
pavement markings (76 percent), and safety barriers (74 percent).
Ranked lowest was the availability of emergency information (51 percent),
which was a new item added to the 2000 survey. Items repeated from
the 1995 survey had an average increase of 15 percentage points.
Similarly,
decreasing trends in satisfaction can be an indicator of potential
areas for quality improvement. Traffic flow, which decreased in public
satisfaction from 1995 to 2000, showed negative trends in related
physical measurements. The estimated percentage of daily travel occurring
under congested conditions increased from 32 percent to 32.8 percent
from 1996 to 1999, and the estimated average annual number of hours
of travel delay increased from 28 hours in 1996 to 32 hours in 1999.
The two
lowest rated highway attributes in the 2000 survey were maintenance
response time and traffic flow. Satisfaction with maintenance response
time increased slightly, while satisfaction with traffic flow decreased.
Fewer than half of the highway travelers said that they were satisfied
with traffic flow, and only slightly more than half said that they
were satisfied with maintenance response time.
|
Visual
appearance is an important factor in the public's level
of satisfaction with bridges. |
|
Growth
in Dissatisfaction
Because traffic flow received the lowest satisfaction rating and was
the only item whose rating decreased in comparison with the 1995 survey,
several follow-up questions were asked about this topic. During the
past five years, dissatisfaction with all elements of traffic flow
on major highways increased by an average of 20 percent. In 2000,
43 percent of the respondents expressed dissatisfaction with traffic
flow, compared to 23 percent in 1995. This may explain some of the
overall 6-percent increase in dissatisfaction with highways.
Thirty-two
percent of the respondents expressed dissatisfaction with work zones.
This was the second highest indicator of dissatisfaction among the
attributes of major highways.
Additional
analysis was conducted examining all of the factors measured in the
survey that could have contributed to changes in satisfaction since
1995. This analysis suggested that concerns about pavement durability
and smoothness also might have contributed to the 6-percent increase
in dissatisfaction with major highways. However, it is important to
note that these factors explain only 20 percent of the reasons for
dissatisfaction, indicating that other, unmeasured factors have greater
impact than those measured in this survey.
Travelers
who reported trip delays were asked to name the main reason for those
delays. Heavy traffic, which received the nod of 53 percent of the
queried travelers, was perceived to be the most important reason for
travel delays. This is twice the percentage for road work and five
times the percentage for either accidents or traffic signals. Regardless
of the type of roads, including rural roads, on which they drive most
often, respondents ranked heavy traffic first, road work second, accidents
third, and traffic signals fourth.
Three
out of four respondents were generally satisfied with their ability
to predict travel time. Almost as many were generally satisfied with
the traffic information that they received regarding traffic flow.
However, fewer than 40 percent of those surveyed indicated that they
were satisfied with the level of congestion that they experienced.
Travelers
were asked how much (as a percentage of time) are their trips delayed
due to traffic congestion or other problems. Responses varied from
little or no delay to more than an 80-percent delay in their usual
travel time. Travelers who are delayed frequently are more likely
to be dissatisfied with the roads that they travel than are those
who are seldom delayed.
This
finding is not surprising. Over the last two decades, traffic congestion
has been growing in both large metropolitan areas and in small urban
areas with fewer than 500,000 people. In fact, smaller urban areas
have seen peak-period congestion grow more rapidly than large metropolitan
areas. In 1982, only one-third of peak-period travel was congested
in smaller urban areas; in 1997, two-thirds of such travel was congested.
During the same years, the percentage of travel in the small urban
areas increased from 14 percent to 36 percent during congested peak
periods.
From
the infrastructure perspective, the number of miles driven is increasing
faster than road capacity. Nationally, there was a 10.8-percent increase
in licensed drivers from 1990 to 1998 and a 22.4-percent increase
in vehicle-miles traveled. During the same period, there was a 1-percent
increase in the number of lane miles on roadways.
Respondents
were asked about numerous transportation improvements that could be
used to combat travel delay. The three improvements that were rated
most highly were: "more durable paving materials" (67 percent),
"repairs during non-rush hours" (66 percent), and "reducing
repair time" (52 percent). All relate to the public's pain of
delay caused by road repairs. These statistics indicate that the public
recognizes the necessity of road repairs but encourages smarter road-management
practices.
Road
work should be planned and executed effectively to minimize traffic
disruptions, and the focus should be on using quality construction
practices and high-performance materials to minimize the need for
recurring road work. These results correspond well with recent research
completed by the Transportation Research Board (TRB) and FHWA on using
better construction-management methods to minimize the effects of
construction work on the traveling public. A recent report, Get In
- Get Out - Stay Out, focuses on innovative ways to better manage
and execute construction projects and to improve the quality and durability
of the resulting products.
Travelers
sent several messages about their opinions on work zones. Overall
satisfaction with work zones is nearly 60 percent. Satisfaction ratings
are high for the conventional aspects of work zones, including signs
(78 percent), detours (74 percent), and safety features (72 percent).
However, the scores for speed of road repair, traffic congestion,
and time delay indicate the public's irritation with mobility impairment
caused by work zones. Only 36 percent of the respondents were positive
about the subject of time delay.
When
asked about closing roads to make long-lasting repairs, nearly 70
percent of the respondents would support closing roads for one week.
However, this level of support dropped off quickly for longer closures.
Only 37 percent would support closing roads for one month; 16 percent
would support a three-month closing; and 10 percent or fewer would
support even longer closings of six months to a year.
Satisfaction
With the Transportation System and Options in Communities
The survey in 2000 asked a series of questions about each respondent's
community transportation system - about roads, public transportation,
bikeways and pathways, and how well the system supports desirable
lifestyles. These questions were not asked in 1995; therefore, the
results from the 2000 survey cannot be compared with previous results.
Nearly
three out of four participants responded positively about how the
transportation system supports important community characteristics,
such as making the community a better place to live and contributing
to both economic and environmental well-being.
To further
explore satisfaction with the transportation system and its options
in communities, two other questions were asked. One dealt with the
respondent's personal satisfaction with the community transportation
systems and options. The second focused on how well community transportation
met the needs of most people, people with disabilities, and children/young
adults. About six out of 10 respondents, including those living in
urban areas and those in non-urban areas, were satisfied with their
community's transportation system and options. Meanwhile, 20 percent
of both the urban and the non-urban respondents were dissatisfied
with the community transportation system and options.
For "community
transportation concerns," two of the three most common responses
were "delays caused by traffic congestion" and "not
enough highway capacity to meet public demands." "Alternatives
to driving alone" was also an important issue. Underutilization
of transit ranked second and will be seen later in the recommended
solutions.
Congestion was not as highly ranked as a concern by passengers and
retired persons. Air quality and noise ranked higher than congestion
among passengers.
Most
respondents think their community's transportation system could be
improved to meet the needs of "most people, people with disabilities,
and children and young adults who do not drive":
- About
60 percent rated their community's transportation system as fair
or poor in meeting the needs of most people; 27 percent rated it
as poor.
- Just
11 percent indicated that the community's transportation system
is excellent for most people, and only 30 percent said that it is
good. This pertains specifically to transportation in the community
and not to overall transportation, which was previously discussed.
- Of
the respondents who had people with disabilities living in their
households, 60 percent rated the community transportation system
as fair or poor in meeting the needs of people with disabilities.
Also, 56 percent of the respondents with children and/or young adults
in their household gave fair or poor ratings to the system for meeting
the needs of school children and young adults who do not drive.
The amount
of traffic has not only affected decisions about when to travel and
which roads to use but also where to live, where to work, and which
hours to work. Two out of three participants responded that the amount
of traffic affected their decisions on when to travel and which roads
to use. About 20 percent of the respondents indicated that traffic
affected their decisions about where to work and which hours to work,
and 30 percent said that traffic affected their decision about where
they live now. All of these choices affect the growth, livability,
and prosperity of communities.
A variety
of factors influence a person's decision on where to live. This study
focused on only one set of transportation-related factors. All survey
participants were asked how these factors influenced their decision
about where to live. The most important transportation-related factor
in deciding where to live is ease of driving (selected as important
by 39 percent). Bikeways, paths, and sidewalks (selected by 26 percent)
and the availability of good public transportation (selected by 23
percent) were also important considerations. Those who live in urban
metropolitan areas were most likely to rate the availability of good
public transportation as very important (selected by 49 percent of
urban dwellers).
The availability
of sidewalks and paths for pedestrians and bikes was most likely to
be rated as very important by those without access to a car (selected
by 55 percent of those without access to a car).
Satisfaction
With National Parks and Forests
FHWA's Federal Lands Highway Office conducted a survey of visitors
to national parks and forests. The participants had a high level of
satisfaction with a variety of roadway characteristics and features
in national parks and forests.
The participants
were also asked about the relative importance of various roadway features
in national parks and forests. They were most concerned about safe
driving conditions, especially because they may be driving larger,
unfamiliar vehicles on roads not built to interstate standards. They
seemed particularly interested in how signs and markings can assist
them to safely navigate their routes.
Although
the safety of roadways on federal lands was the highest rated characteristic
in the category of overall importance, it received the lowest satisfaction
rating. These findings give clear direction for opportunities and
priorities for improvement in national parks and forests.
Suggested
Improvements
Respondents were asked whether their local communities would be better
served if various transportation improvements were made. The survey
question did not ask about cost considerations, whether or not the
improvements would help the respondents personally, or whether or
not they would use them.
When
considering transportation system improvements for their community,
the respondents selected the availability or expansion of existing
public transit (70 percent) and the construction of new bikeways and
sidewalks (69 percent) as their top two priorities. Following closely
behind were the availability of quality traffic information (68 percent),
the addition of new public transit services (64 percent), and the
expansion of existing highways (64 percent).
According
to the survey findings, the public is much more likely to want to
expand existing highways and to have better quality traffic information
than to build new highways. Similarly, with regard to improving public
transit, respondents preferred expanding existing services (55 percent)
to adding new services (37 percent).
Respondents
were asked which highway characteristic should receive the most attention
and resources for improvement. They chose improvements to traffic
flow (28 percent), safety (26 percent), and pavement conditions (21
percent).
Travelers
were then asked to rate how a series of more detailed possible highway
improvements might help them overcome the delay that they experience
on roadways. As previously mentioned, the three improvements mentioned
most frequently as a "great help" to overcoming delay problems
were more durable paving materials, repairs made during non-rush hours,
and reducing repair time. Other important improvements were traffic
signal timing (50 percent), clearing accidents quickly (43 percent),
and adding travel lanes (42 percent).
Conclusions
Most travelers are satisfied with the major highways and other roadways
on which they travel most often. Satisfaction with major highways,
which was measured in both 1995 and 2000, has increased substantially.
The greatest strengths appear to be in facility design and maintenance,
including safety, bridge conditions, travel amenities, and visual
appeal.
A small
but growing segment of the traveling public is dissatisfied with major
highways. Both travel delays, which are due to traffic congestion
and road work, and pavement conditions may contribute to this growing
dissatisfaction.
Not only
does congestion contribute to dissatisfaction with roadways, but it
also affects decisions about where to live and work. These decisions,
in turn, affect patterns of community growth and development. The
placement, design, and operation of highways can affect how people
perceive the quality of life in their communities.
The study
results suggest that the public would find the following helpful:
-
Improve
traffic flow by expanding existing highways and public transit and
by providing better information to travelers about traffic congestion
so that they can avoid it. This could involve using intelligent transportation
systems and other innovations. Building more highways is a lower priority.
- Encourage
smarter road management and operation. For example, adopt a strategy
of "get in, get out, stay out" for both road work and
for clearing accidents. Plan and execute effectively so that the
work is done correctly and expeditiously the first time, resulting
in less traffic disruption. Also focus on quality improvements and
high-performance materials to minimize the need for recurring road
work.
- Encourage
greater understanding and awareness of how the placement and design
of highway projects can affect the quality of life in the nation's
communities. Expand community-focused alternatives such as pedestrian
walkways, bikeways, and transit.
- Focus
on road safety in national parks and forests.
A matrix
that considers the combination of the public's relative level of satisfaction
with a road characteristic/feature and its importance to the public
provides insight and guidance for programmatic improvements:
-
Focus
improvements on the characteristics/features that are high in importance
and low in satisfaction level. Improvements in traffic flow, pavement
conditions, and work zones may result in the greatest rise in traveler
satisfaction. Work zones are especially critical as travelers view
road repair as a major reason for traffic delay. A stronger community
focus on the placement, design, and operation of transportation projects
can enhance community quality of life and satisfaction.
- Communicate
the system's strengths - the characteristics/features that are high
in both importance and satisfaction. The public rated highly the
safety attributes of major highways. Information on this strength
will reinforce this positive perception and will help to increase
overall satisfaction.
- Monitor
the characteristics/features that are low in both importance and
satisfaction. Maintenance response time, which is a state and local
responsibility, is a potential issue that should be monitored closely.
- Stay
the course on characteristics/features that are low in importance
and already high in satisfaction. Bridge conditions, travel amenities,
and visual appeal should be maintained as areas of strength.
Vincent
Pearce works in the Office of Travel Management within FHWA's
Operations Core Business Unit. He is responsible for arterial management.
When he joined FHWA last year, he came with 22 years of experience
in the private sector, and during the last 12 of those years, he planned,
designed, implemented, and provided operations support to intelligent
transportation systems (ITS) in the United States and around the world.
His specialty was designing transportation management centers. He
has been an active member and committee leader in the Institute of
Transportation Engineers, the Society of Automotive Engineers, the
Transportation Research Board, and the Intelligent Transportation
Society of America (ITS America). He served on the founding boards
of two state chapters of ITS America. For six years, he was a U.S.
delegate to the International Organization for Standardization (ISO)
Technical Committee 204, which is developing international ITS standards.
Pearce has a bachelor's degree in mechanical engineering from North
Carolina State University and a master's degree in business administration
from Harvard Business School.
Other
Articles in this Issue:
5-1-1: Traffic Help May Soon Be Three Digits Away
Using
the Dynamic Modulus Test to Assess the Mix Strength of HMA
The
ITS Public Safety Program: Creating a Public Safety Coalition
Handling
the Worst Crash Ever in Virginia
Moving
Ahead - The American Public Speaks on Roadways and Transportation
in Communities
Branding
America's Byways
Travelers
Seek Byway Experiences
National
Work-Zone Awareness Week Commemorated Across the Nation
Work-Zone
Traffic Control: Survey of Contracting Techniques