In its efforts to continually improve the 91 Express Lanes, every three years OCTA conducts an extensive customer satisfaction survey. In 2014, respondents reported a 91 percent satisfaction rate with the 91 Express Lanes, a high rating for a high-performance transportation alternative.
According to the survey, use of the 91 Express Lanes has changed in frequency and purpose. The average number of weekly trips rose substantially from 2.7 in 2011 to 3.9 in 2014. There is also a significant increase in the percentage of customers who commute to and from work. In 2011, less than half (46 percent) reported using the lanes for their work commute; in 2014, that number rose to 60 percent. Although work-related trips are the most common type, approximately two-thirds of customers indicated that they use the 91 Express Lanes when visiting family and friends and for shopping and recreational trips.
Designed to profile travel behavior, identify the relative importance of specific performance standards, and measure satisfaction, the survey was completed by more than 1,300 randomly selected customers solicited by email and mailed invitation letters. View the report.
