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TRANSIT
TCRP
SYNTHESIS 69
COOPERATIVE
RESEARCH
PROGRAM
Sponsored by
the Federal
Transit Administration
Web-Based Survey Techniques
A Synthesis of Transit Practice
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TCRP OVERSIGHT AND PROJECT TRANSPORTATION RESEARCH BOARD 2006 EXECUTIVE COMMITTEE*
SELECTION COMMITTEE*
CHAIR OFFICERS
DAVID A. LEE
Connecticut Transit
Chair: Michael D. Meyer, Professor, School of Civil and Environmental Engineering, Georgia
Institute of Technology, Atlanta
MEMBERS Vice Chair: Linda S. Watson, Executive Director, LYNX--Central Florida Regional Transportation
ANN AUGUST Authority, Orlando
Santee Wateree Regional Transportation Executive Director: Robert E. Skinner, Jr., Transportation Research Board
Authority
LINDA J. BOHLINGER MEMBERS
HNTB Corp.
ROBERT I. BROWNSTEIN MICHAEL W. BEHRENS, Executive Director, Texas DOT, Austin
PB Consult, Inc. ALLEN D. BIEHLER, Secretary, Pennsylvania DOT, Harrisburg
PETER CANNITO JOHN D. BOWE, Regional President, APL Americas, Oakland, CA
Metropolitan Transportation Authority--Metro LARRY L. BROWN, SR., Executive Director, Mississippi DOT, Jackson
North Railroad DEBORAH H. BUTLER, Vice President, Customer Service, Norfolk Southern Corporation
GREGORY COOK and Subsidiaries, Atlanta, GA
Ann Arbor Transportation Authority ANNE P. CANBY, President, Surface Transportation Policy Project, Washington, DC
NATHANIEL P. FORD DOUGLAS G. DUNCAN, President and CEO, FedEx Freight, Memphis, TN
San Francisco MUNI NICHOLAS J. GARBER, Henry L. Kinnier Professor, Department of Civil Engineering, University
RONALD L. FREELAND of Virginia, Charlottesville
Booz Allen Hamilton, Inc.
ANGELA GITTENS, Vice President, Airport Business Services, HNTB Corporation, Miami, FL
FRED M. GILLIAM
Capital Metropolitan Transportation Authority GENEVIEVE GIULIANO, Professor and Senior Associate Dean of Research and Technology,
KIM R. GREEN School of Policy, Planning, and Development, and Director, METRANS National Center
GFI GENFARE for Metropolitan Transportation Research, University of Southern California, Los Angeles
JILL A. HOUGH SUSAN HANSON, Landry University Professor of Geography, Graduate School of Geography,
North Dakota State University Clark University, Worcester, MA
JOHN INGLISH JAMES R. HERTWIG, President, CSX Intermodal, Jacksonville, FL
Utah Transit Authority GLORIA J. JEFF, General Manager, City of Los Angeles DOT, Los Angeles, CA
JEANNE W. KRIEG ADIB K. KANAFANI, Cahill Professor of Civil Engineering, University of California, Berkeley
Eastern Contra Costa Transit Authority HAROLD E. LINNENKOHL, Commissioner, Georgia DOT, Atlanta
CELIA G. KUPERSMITH SUE McNEIL, Professor, Department of Civil and Environmental Engineering, University of
Golden Gate Bridge, Highway and Delaware, Newark
Transportation District
DEBRA L. MILLER, Secretary, Kansas DOT, Topeka
CLARENCE W. MARSELLA
Denver Regional Transportation District MICHAEL R. MORRIS, Director of Transportation, North Central Texas Council of
FAYE L. M. MOORE Governments, Arlington
Southeastern Pennsylvania Transportation CAROL A. MURRAY, Commissioner, New Hampshire DOT, Concord
Authority JOHN R. NJORD, Executive Director, Utah DOT, Salt Lake City
STEPHANIE L. PINSON PETE K. RAHN, Director, Missouri DOT, Jefferson City
Gilbert Tweed Associates, Inc. SANDRA ROSENBLOOM, Professor of Planning, University of Arizona, Tucson
ROBERT H. PRINCE, JR. HENRY GERARD SCHWARTZ, JR., Senior Professor, Washington University, St. Louis, MO
DMJM+Harris MICHAEL S. TOWNES, President and CEO, Hampton Roads Transit, Hampton, VA
JEFFREY M. ROSENBERG C. MICHAEL WALTON, Ernest H. Cockrell Centennial Chair in Engineering, University of
Amalgamated Transit Union Texas, Austin
MICHAEL SCANLON
San Mateo County Transit District EX OFFICIO MEMBERS
BEVERLY SCOTT
Sacramento Regional Transit District THAD ALLEN (Adm., U.S. Coast Guard), Commandant, U.S. Coast Guard, Washington, DC
JAMES S. SIMPSON THOMAS J. BARRETT (Vice Adm., U.S. Coast Guard, ret.), Pipeline and Hazardous Materials
FTA Safety Administrator, U.S.DOT
FRANK TOBEY MARION C. BLAKEY, Federal Aviation Administrator, U.S.DOT
First Transit JOSEPH H. BOARDMAN, Federal Railroad Administrator, U.S.DOT
KATHRYN D. WATERS JOHN BOBO, Deputy Administrator, Research and Innovative Technology Administration, U.S.DOT
Dallas Area Rapid Transit REBECCA M. BREWSTER, President and COO, American Transportation Research Institute,
FRANK WILSON
Smyrna, GA
Metropolitan Transit Authority of Harris
County GEORGE BUGLIARELLO, Chancellor, Polytechnic University of New York, Brooklyn,
and Foreign Secretary, National Academy of Engineering, Washington, DC
EX OFFICIO MEMBERS J. RICHARD CAPKA, Federal Highway Administrator, U.S.DOT
WILLIAM W. MILLAR SEAN T. CONNAUGHTON, Maritime Administrator, U.S.DOT
APTA EDWARD R. HAMBERGER, President and CEO, Association of American Railroads,
ROBERT E. SKINNER, JR. Washington, DC
TRB
JOHN C. HORSLEY
JOHN H. HILL, Federal Motor Carrier Safety Administrator, U.S.DOT
AASHTO JOHN C. HORSLEY, Executive Director, American Association of State Highway and Transportation
J. RICHARD CAPKA Officials, Washington, DC
FHWA J. EDWARD JOHNSON, Director, Applied Science Directorate, National Aeronautics
and Space Administration, John C. Stennis Space Center, MS
TDC EXECUTIVE DIRECTOR WILLIAM W. MILLAR, President, American Public Transportation Association, Washington, DC
LOUIS SANDERS NICOLE R. NASON, National Highway Traffic Safety Administrator, U.S.DOT
APTA JEFFREY N. SHANE, Under Secretary for Policy, U.S.DOT
SECRETARY JAMES S. SIMPSON, Federal Transit Administrator, U.S.DOT
ROBERT J. REILLY CARL A. STROCK (Lt. Gen., U.S. Army), Chief of Engineers and Commanding General,
TRB U.S. Army Corps of Engineers, Washington, DC
*Membership as of November 2006. *Membership as of November 2006.
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TRANSIT COOPERATIVE RESEARCH PROGRAM
TCRP SYNTHESIS 69
Web-Based Survey Techniques
A Synthesis of Transit Practice
CONSULTANTS
GREG M. SPITZ,
FRANCES L. NILES,
and
THOMAS J. ADLER
Resource Systems Group, Inc.
White River Junction, Vermont
S UBJECT A REAS
Public Transit
Research Sponsored by the Federal Transit Administration in Cooperation with
the Transit Development Corporation
TRANSPORTATION RESEARCH BOARD
WASHINGTON, D.C.
2006
www.TRB.org
OCR for page R4
TRANSIT COOPERATIVE RESEARCH PROGRAM TCRP SYNTHESIS 69
The nation's growth and the need to meet mobility, environ- Price $35.00
mental, and energy objectives place demands on public transit
Project J-7, Topic SH-07
systems. Current systems, some of which are old and in need of
ISSN 1073-4880
upgrading, must expand service area, increase service frequency, ISBN 0-309-09778-9
and improve efficiency to serve these demands. Research is nec- Library of Congress Control Number 2006935404
essary to solve operating problems, to adapt appropriate new
technologies from other industries, and to introduce innovations © 2006 Transportation Research Board
into the transit industry. The Transit Cooperative Research Pro-
gram (TCRP) serves as one of the principal means by which the
transit industry can develop innovative near-term solutions to COPYRIGHT PERMISSION
meet demands placed on it. Authors herein are responsible for the authenticity of their materials and for
The need for TCRP was originally identified in TRB Special obtaining written permissions from publishers or persons who own the
Report 213--Research for Public Transit: New Directions, pub- copyright to any previously published or copyrighted material used herein.
lished in 1987 and based on a study sponsored by the Federal Cooperative Research Programs (CRP) grants permission to reproduce
Transit Administration (FTA). A report by the American Public material in this publication for classroom and not-for-profit purposes.
Transportation Association (APTA), Transportation 2000, also Permission is given with the understanding that none of the material will be
recognized the need for local, problem-solving research. TCRP, used to imply TRB, AASHTO, FAA, FHWA, FMCSA, FTA, or Transit
modeled after the longstanding and successful National Coopera- Development Corporation endorsement of a particular product, method, or
tive Highway Research Program, undertakes research and other practice. It is expected that those reproducing the material in this document
for educational and not-for-profit uses will give appropriate acknowledgment
technical activities in response to the needs of transit service provid-
of the source of any reprinted or reproduced material. For other uses of the
ers. The scope of TCRP includes a variety of transit research material, request permission from CRP.
fields including planning, service configuration, equipment, fa-
cilities, operations, human resources, maintenance, policy, and ad-
ministrative practices.
NOTICE
TCRP was established under FTA sponsorship in July 1992.
Proposed by the U.S. Department of Transportation, TCRP was The project that is the subject of this report was a part of the Transit Coop-
authorized as part of the Intermodal Surface Transportation Effi- erative Research Program conducted by the Transportation Research Board
ciency Act of 1991 (ISTEA). On May 13, 1992, a memorandum with the approval of the Governing Board of the National Research Coun-
cil. Such approval reflects the Governing Board's judgment that the project
agreement outlining TCRP operating procedures was executed by
concerned is appropriate with respect to both the purposes and resources of
the three cooperating organizations: FTA, the National Academy of the National Research Council.
Sciences, acting through the Transportation Research Board The members of the technical advisory panel selected to monitor this
(TRB); and the Transit Development Corporation, Inc. (TDC), a project and to review this report were chosen for recognized scholarly com-
nonprofit educational and research organization established by petence and with due consideration for the balance of disciplines appropri-
APTA. TDC is responsible for forming the independent govern- ate to the project. The opinions and conclusions expressed or implied are
ing board, designated as the TCRP Oversight and Project Selec- those of the research agency that performed the research, and while they
tion (TOPS) Committee. have been accepted as appropriate by the technical panel, they are not nec-
Research problem statements for TCRP are solicited periodi- essarily those of the Transportation Research Board, the Transit Develop-
cally but may be submitted to TRB by anyone at any time. It is ment Corporation, the National Research Council, or the Federal Transit
Administration of the U.S. Department of Transportation.
the responsibility of the TOPS Committee to formulate the re-
Each report is reviewed and accepted for publication by the technical
search program by identifying the highest priority projects. As
panel according to procedures established and monitored by the Transporta-
part of the evaluation, the TOPS Committee defines funding tion Research Board Executive Committee and the Governing Board of the
levels and expected products. National Research Council.
Once selected, each project is assigned to an expert panel, ap-
pointed by TRB. The panels prepare project statements (requests
for proposals), select contractors, and provide technical guidance
The Transportation Research Board of The National Academies, the
and counsel throughout the life of the project. The process for Transit Development Corporation, the National Research Council, and the
developing research problem statements and selecting research Federal Transit Administration (sponsor of the Transit Cooperative
agencies has been used by TRB in managing cooperative re- Research Program) do not endorse products or manufacturers. Trade or
search programs since 1962. As in other TRB activities, TCRP manufacturers' names appear herein solely because they are considered
project panels serve voluntarily without compensation. essential to the clarity and completeness of the project reporting.
Because research cannot have the desired impact if products
fail to reach the intended audience, special emphasis is placed on
disseminating TCRP results to the intended end users of the re- Published reports of the
search: transit agencies, service providers, and suppliers. TRB
TRANSIT COOPERATIVE RESEARCH PROGRAM
provides a series of research reports, syntheses of transit practice,
and other supporting material developed by TCRP research. are available from:
APTA will arrange for workshops, training aids, field visits, and Transportation Research Board
other activities to ensure that results are implemented by urban Business Office
and rural transit industry practitioners. 500 Fifth Street, NW
Washington, DC 20001
The TCRP provides a forum where transit agencies can coop-
eratively address common operational problems. The TCRP results and can be ordered through the Internet at
http://www.national-academies.org/trb/bookstore
support and complement other ongoing transit research and train-
ing programs. Printed in the United States of America
OCR for page R5
The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished schol-
ars engaged in scientific and engineering research, dedicated to the furtherance of science and technology
and to their use for the general welfare. On the authority of the charter granted to it by the Congress in
1863, the Academy has a mandate that requires it to advise the federal government on scientific and techni-
cal matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences.
The National Academy of Engineering was established in 1964, under the charter of the National Acad-
emy of Sciences,
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Academy organization
of Sciences of outstanding
is a private, nonprofit,engineers. It is autonomous
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and to their use for the general welfare. On the authority of the charter granted to it by the Congress in programs
aimed at meeting
1863, the Academy national needs, encourages
has a mandate education
that requires andthe
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services of eminent members of appropriate professions in the examination of policy matters pertaining
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ments of engineers. Dr. William A. Wulf is president of the National Academy of Engineering.
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the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. William A. Wulf are chair and vice chair,
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the broad community of science and technology with the Academy's purposes of furthering knowledge and
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results broadly and encourages their implementation. The Board's varied activities annually engage more
www.national-academies.org
than 5,000 engineers, scientists, and other transportation researchers and practitioners from the public and
private sectors and academia, all of whom contribute their expertise in the public interest. The program is
supported by state transportation departments, federal agencies including the component administrations of
the U.S. Department of Transportation, and other organizations and individuals interested in the
development of transportation. www.TRB.org
www.national-academies.org
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TCRP COMMITTEE FOR PROJECT J-7 COOPERATIVE RESEARCH PROGRAM STAFF
ROBERT J. REILLY, Director, Cooperative Research Programs
CHAIR CHRISTOPHER W. JENKS, Manager, TCRP
FRANK T. MARTIN EILEEN DELANEY, Director of Publications
PBS&J, Tallahassee, FL
TCRP SYNTHESIS STAFF
MEMBERS STEPHEN R. GODWIN, Director for Studies and Special Programs
DEBRA W. ALEXANDER JON WILLIAMS, Manager, Synthesis Studies
Capital Area Transportation Authority, Lansing, MI GAIL STABA, Senior Program Officer
DWIGHT FERRELL DONNA L. VLASAK, Senior Program Officer
Capital Metropolitan Transportation Authority, Austin, TX DON TIPPMAN, Editor
MARK W. FUHRMANN CHERYL Y. KEITH, Senior Secretary
Metro Transit, Minneapolis, MN
ROBERT H. IRWIN TOPIC PANEL
Consultant, Calgary, AB, Canada DEBRA W. ALEXANDER, Capital Area Transportation Authority
DONNA KELSAY LORI DIGGINS, LDA Consulting, Washington, DC
San Joaquin Regional Transit District, Stockton, CA HENNING EICHLER, Southern California Regional Rail Authority
PAUL J. LARROUSSE BEVERLY LEMASTERS, Montgomery County (MD) Transit
National Transit Institute, New Brunswick, NJ DONNA MURRAY, Washington Metropolitan Area Transit Authority
WADE LAWSON THOMAS PALMERLEE, Transportation Research Board
South Jersey Transportation Authority, Atlantic City, NJ JANICE PEPPER, New Jersey Transit
DAVID A. LEE PETER R. STOPHER, University of Sydney
Connecticut Transit, Hartford, CT CHESTER G. WILMOT, Louisiana State University
DAVID PHELPS DONALD "ED" WILSON, Nevada Department of Transportation
Consultant, Moneta, VA FRED L. WILLIAMS, Federal Transit Administration (Liaison)
HAYWARD M. SEYMORE, III LEE H. GIESBRECHT, Bureau of Transportation Statistics (Liaison)
Q Straint, University Place, WA
PAM WARD
Ottumwa Transit Authority, Ottumwa, IA
JOEL R. WASHINGTON
Washington Metropolitan Area Transit Authority, Washington, DC
FTA LIAISON
KAREN FACEN
Federal Highway Administration
TRB LIAISON
PETER SHAW
Transportation Research Board
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FOREWORD Transit administrators, engineers, and researchers often face problems for which in-
By Staff formation already exists, either in documented form or as undocumented experience and
Transportation practice. This information may be fragmented, scattered, and unevaluated. As a conse-
Research Board quence, full knowledge of what has been learned about a problem may not be brought to
bear on its solution. Costly research findings may go unused, valuable experience may be
overlooked, and due consideration may not be given to recommended practices for solv-
ing or alleviating the problem.
There is information on nearly every subject of concern to the transit industry. Much
of it derives from research or from the work of practitioners faced with problems in their
day-to-day work. To provide a systematic means for assembling and evaluating such use-
ful information and to make it available to the entire transit community, the Transit Co-
operative Research Program Oversight and Project Selection (TOPS) Committee author-
ized the Transportation Research Board to undertake a continuing study. This study,
TCRP Project J-7, "Synthesis of Information Related to Transit Problems," searches out
and synthesizes useful knowledge from all available sources and prepares concise,
documented reports on specific topics. Reports from this endeavor constitute a TCRP re-
port series, Synthesis of Transit Practice.
This synthesis series reports on current knowledge and practice, in a compact format,
without the detailed directions usually found in handbooks or design manuals. Each re-
port in the series provides a compendium of the best knowledge available on those meas-
ures found to be the most successful in resolving specific problems.
PREFACE This synthesis documents the current state of the practice for web-based surveys. The
intent of the report is to provide a resource for successful practice, discuss the technologies
necessary to conduct web-based surveys, and present several case studies and profiles of
transit agency use of web-based surveys. The topic will be of interest to transit planners and
managers and those who work with them as they attempt to develop and refine web-based
surveys for their own transit agencies. Particular emphasis is placed on understanding the
strengths and limitations of all survey methods.
Information presented in this synthesis was obtained from a literature review, as well as
from survey responses from 36 transit professionals. Follow-up telephone calls were made
to gather further information. Longer telephone interviews were conducted to develop three
detailed case studies: NJ TRANSIT, Southern California Regional Rail Authority
(Metrolink), and Tri-County Metropolitan Transportation District of Oregon (TriMet).
Greg M. Spitz, Frances L. Niles, and Thomas J. Adler, Resource Systems Group, Inc.,
White River Junction, Vermont, collected and synthesized the information and wrote the
paper, under the guidance of a panel of experts in the subject area. The members of the
Topic Panel are acknowledged on the preceding page. This synthesis is an immediately use-
ful document that records the practices that were acceptable within the limitations of the
knowledge available at the time of its preparation. As progress in research and practice con-
tinues, new knowledge will be added to that now at hand.
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CONTENTS
1 SUMMARY
3 CHAPTER ONE INTRODUCTION
Objective, 3
Methodology, 3
State of Practice, 3
Synthesis Organization, 3
5 CHAPTER TWO SYNTHESIS SURVEY METHODOLOGY
7 CHAPTER THREE CURRENT STATE OF PRACTICE
FOR WEB-BASED TRANSIT SURVEYS
Current Use of Web-Based Surveys in Transit Industry, 7
Frequency, Types, and Areas of Usage of Transit Surveys
Currently Being Conducted, 8
Areas Where Web-Based Survey Techniques Are Most Effective, 12
Methods Being Employed for Web-Based Surveys, 16
20 CHAPTER FOUR WEB-BASED SURVEY METHODOLOGIES
AND SUCCESSFUL PRACTICES
Questionnaire Design and Formatting, 20
Coverage and Unit Nonresponse Error Among Different Survey Types, 22
Survey Error Considerations in Web-Based Transit Surveys, 25
Coverage Error, 25
Nonresponse Error in Web Surveys, 27
Successful Practices and Challenges in Conducting Web-Based Transit Surveys, 29
Multi-Method Surveys to Mitigate Coverage Error, 31
Conclusions, 32
34 CHAPTER FIVE TECHNOLOGY
38 CHAPTER SIX CASE STUDIES
NJ TRANSIT Rail ePanel, 38
Metrolink Rider Poll, Los Angeles, California, 43
Tri-County Metropolitan Transportation District of Oregon
Interactive Map Study, 43
47 CHAPTER SEVEN CONCLUSIONS
49 REFERENCES
50 GLOSSARY
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51 APPENDIX A SYNTHESIS SURVEY
62 APPENDIX B AGENCIES RESPONDING TO SURVEY
63 APPENDIX C TABULATIONS FOR SYNTHESIS SURVEY
