Deploying traditional and smartphone app survey methods in measuring door-to-door travel satisfaction in eight European cities

This study describes the lessons learned from designing, deploying and analysing the results from different travel satisfaction survey tools which measures the travellers’ door-to-door travel satisfaction. The travel satisfaction measurement survey tools tested consisted of two types of smartphone applications (a satellite navigation app and a game app), an on-line survey, a paper-based semi-structured questionnaire and a focus group questionnaire. Each of the measurement tools comprised the same set of basic questions, but in different formats, aimed at exploring the pros and cons of each tool among different groups of travellers. The data collection was carried out at eight different European cities and five FIA motorist networks. 5,275 valid responses were gathered from the survey. Further analysis results show that different survey methods performed better in different sites. The satisfaction that was gathered via main trip leg does not necessarily correspond with overall satisfaction of the door-to-door journey. The results of this study highlight the need for more inclusive, complete, door-to-door, travel survey measurements.