User Perceptions of SmarTraveler Advanced Traveler Information System: Findings from Second-Year Evaluation

Abstract

SmarTraveler was implemented as an operational test of an advanced traveler information system in the Boston metropolitan area. Users call the service from cellular or conventional telephones to receive realtime, route-specific traffic and transit information free of charge (except for any telephone company charges). Several evaluations were conducted since the service began in January 1993, to assess public acceptance of the information provided by SmarTraveler. Findings on user perceptions of and response to the program during its second year of operation, from April through December 1994, are summarized. Calling frequency increased during this period. Calls from cellular telephones made up 61 percent of the total calls received, even though cellular telephone callers were in the minority of the user population. Users were found to be quite satisfied with the service, especially in comparison with broadcast media traffic reports. In particular, they found SmarTraveler easy to use and were pleased with its availability on demand, its up-to-the-minute information, and its coverage of major routes. Two-thirds of current users said that SmarTraveler helped reduce anxiety. Although virtually all users said they would continue calling SmarTraveler in the future, users indicated substantial sensitivity to the potential imposition of a service fee.