To find out what travelers like and don’t like about the 91 Express Lanes, this month OCTA will distribute 800 customer satisfaction surveys to a random sampling of customers who use the managed lanes more than once per month.
Unlike previous surveys that relied on phone interviews to collect information, the 2014 91 Express Lanes Customer Satisfaction Survey will be done entirely online.
Customer satisfaction is very important to OCTA and customer feedback helps identify what travelers value most about the toll road. The 2011 survey (PDF) revealed a 90 percent satisfaction rate and indicated that 97 percent saved 30 minutes per trip.
