A METHOD OF EVALUATING TRAFFIC INFORMATION USING A CSI-LINKED QUALITY TEMPLATE
Johnny Svedlund · 1998
This paper presents a solution to conduct market research involving complex and sometimes abstract questions. The use of CSI-index (Customer Satisfaction) is conducted by the Swedish National Road Administration in collaboration with Statistics Sweden (SCB). Surrounding factors, such as ways of expressing and formulating the questions, interviewing techniques, environmental incidents etc. do not affect the result to the same extent as earlier. Using the model reduced the number of questions by 40% compared to earlier questionnaires, without leaving out any areas. This is possible since asking about the importance of different types of information is unnecessary, the model calculate this from other given answers. The model also suggests where improvements would give most impact on the customer's satisfaction. For the covering abstract see IRRD E102946.