Customer experience measure from existing network performance data

Current metrics for road performance relate primarily to the operation performance of the asset, not to the experience of customers. There are many different types of customers, and we need a better understanding of the factors relating to their individual levels of stress in order to deliver an improved customer experience.

Typically, customer experience is captured through surveys, which are labour intensive and time consuming. This project aims to capture customers’ travel experience using traffic sensor data by establishing a relationship between customers’ perceived travel experience and the corresponding actual observed traffic conditions.