During the past several years, there has been a growing commitment
within the highway community to build a better understanding of
performance from the perspective of the user. The major findings
of this survey include
information on public opinion about characteristics of the transportation
system and measures of customer satisfaction. The FHWA conducted
this study to:
- Provide national measures of public satisfaction with the nation's
highways, community transportation systems and options, and access
to and travel on Federal lands.
- Describe travel patterns.
- Understand how community transportation systems affect where
people live and work and, thus, indirectly affect community development.
- Identify the public's priorities and preferred approaches
to solving transportation problems.
The survey results presented in this report are based on three
surveys that the FHWA conducted in 2000: Operations and Planning/Environment
Survey, Infrastructure Survey, and Federal Lands Highway Survey.
Both the Operations and Planning/Environment Survey, which surveyed
2,057 people, and the Infrastructure Survey, which surveyed 2,030
people, are based on telephone interviews with large national probability
samples of adults. The margin of sampling error associated with
surveys of this size is about ±2 percentage points.
The Infrastructure Survey is a follow-up to the 1995 National Highway
User Survey conducted by the National Quality Initiative (NQI),
now the National Partnership for Highway Quality (NPHQ). Many questions
appear in both the 1995 and 2000 surveys, allowing for comparisons
between years. NPHQ's mission is to "address... customers'
needs by advocating the use of practices which improve the quality
of the nation's highways." NPHQ will use this report to
study customer satisfaction trends and direct future activities
based on the public's priorities or improving satisfaction.
The Federal Lands Highway Survey is based on 1,236 personal interviews
with visitors to six National Parks and six National Forests. The
margin of sampling error is about ±3 percentage points.
This report begins with a discussion of the study's major
findings focusing on major highways, transportation systems and
options in communities, Federal lands, and actions the public would
find helpful. Study conclusions are then presented.
The report ends with a detailed description about this study design
and administration and an appendix of public satisfaction with major