Harris County Toll Roads Customer Use and Satisfaction Assessment

Conducted a comprehensive customer use and satisfaction study for the Harris County Toll Road Authority (HCTRA), which operates toll roads and managed lanes in the Houston-area. This study investigated EZ TAG and cash customer use of the Sam Houston Tollway, Hardy Toll Road, and Westpark Tollway through a combination of intercept surveys at toll plazas and web-based surveys of EZ TAG customers. These surveys were used for assessing customer satisfaction with various aspects of HCTRA operations, as well as trip behavior data for travel demand forecasting and modeling on area roadways. Additionally, a random-digit-dial survey was conducted of non-customers, identifying characteristics of avoidance for the toll roads. Final results have been used to refine HCTRA operations.

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