Findings from measuring door-to-door travellers’ travel satisfaction with traditional and smartphone app survey methods in eight European cities

This study investigates how different travel satisfaction survey methods influence the reported level of door-to-door travel satisfaction among travellers. 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. Each of the measurement tools comprised similar set of questions, but in different formats, aimed at exploring the pros and cons of each tool among different group of travellers. In total, 5,275 valid responses were collected during the survey period from eight European cities and five FIA national motorist networks. The analysis results with ordered logit model of travellers’ reported overall satisfaction showed that the travel satisfaction reported by different survey methods and different travel modes and user groups, correlated with distinct groups of key determinants. The relationship between and within these key determinants, however, was far from straight forward. Some were more complex than others. Some issues that are mostly discussed by policy makers and users may not be the ones that directly correlate with the users’ overall travel satisfactions. Consistent with previous studies, the travellers’ mood and previous experience influenced the reported overall journey satisfaction.