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Customer satisfaction skyrockets for I-394 MnPASS Express Lanes
Mn/DOT survey results point to success for new Express Lanes on I-35W
MINNEAPOLIS, Minn. -- A recent customer satisfaction survey shows that 91 percent of respondents are satisfied with their experience using the Interstate 394 MnPASS Express Lanes, Mn/DOT said today. In addition, nearly 73 percent of respondents were either supportive or extremely supportive of the soon-to-open I-35W MnPASS Express Lanes that will connect southern communities with downtown Minneapolis beginning this fall.
"MnPASS Express Lanes offer motorists a fast, safe and reliable commute," said Nick Thompson, Mn/DOT project manager. "These survey results confirm what we have been hearing from motorists over the years about their satisfaction with MnPASS."
Up to 150,000 vehicles a day drive on some portion of the 11 miles of I-394 roadway that runs from downtown Minneapolis to the western suburbs in Hennepin County. Built in 1992, the I-394 Express Lanes have two segments: a reversible section three miles long and a diamond lane section separated from general traffic by a “skip stripe” that is eight miles long.
The new I-35W MnPASS Express Lanes are slated to open Sept. 30, 2009 and include two segments: from Highway 13 in Burnsville to I-494 and from I-494 to downtown Minneapolis. On the segment from I-494 to downtown, transit vehicles, carpools and MnPASS customers will be able to drive on a converted shoulder lane north of 42nd Street during certain times when traffic is congested. Electronic signs will alert drivers to whether the shoulder is open or closed.
The purpose of the Mn/DOT customer satisfaction survey was to gain a better understanding of MnPASS account holders’ overall attitudes, gauge how they value the lanes, and understand usage patterns and overall satisfaction with the lanes and level of customer service motorists are receiving.
The 35-question online survey targeted current MnPASS customers, 70 percent of whom have held an account for more than three years. Five-hundred customers responded, and the cumulative results showed that MnPASS account holders appreciate the numerous benefits the Express Lanes offer.
- When it came to the overall value customers see in using the lanes, almost 80 percent of respondents either agreed or strongly agreed that the Express Lanes give them value for their money.
- Nearly 84 percent of respondents either agreed or strongly agreed that the lanes provided them with a fast, safe, reliable commute every time.
- Respondents were also asked what motivated them to sign up and use the I-394 MnPASS Express Lanes. Fifty-eight percent said they got tired of sitting in traffic, and 35 percent said the reason to use MnPASS was for convenience.
- Sixty-three percent of respondents also indicated that the best thing about traveling on the toll road was time savings-almost 10 percent said it was less stressful/relaxing, and 9 percent said it was the ability to travel faster.
- The level of safety of the Express Lanes was perceived by respondents as high, with a total of 88 percent reporting that they felt overall that safety of the lanes were either safe or very safe.
- The customer service function of the Express Lanes was examined, with almost 57 percent of respondents saying they are always treated professionally and 40 percent saying they neither agree nor disagree-most likely because more than half of the customers (56 percent) choose to bypass the Customer Service Center and use the MnPASS Web site () for convenient account management.
- Nearly 64 percent of respondents reported that they opened their account through the Web site.
About the MnPASS Express Lanes
I-35W MnPASS is part of a coordinated effort by Mn/DOT and the Urban Partnership Agreement to manage increasing traffic on I-35W, Highway 77/Cedar Avenue and in downtown Minneapolis. Through a combination of transit, road pricing, technology and telecommuting, project partners anticipate that commuters will experience more transportation choices, less traffic congestion and reduced commute times on some of Minnesota’s busiest roads.
The MnPASS Express Lanes program offers solo drivers the choice to pay a toll to access the HOV/car pool lanes. Car pools with two or more occupants, motorcycles and transit buses can use the Express Lanes free of charge.
To open a new prepaid MnPASS account in less than 10 minutes, customers can go to or call the MnPASS Customer Service Center at 1-866-EZ-RIDE4 (1-866-397-4334). The MnPASS Welcome Kit, which includes easy instructions on how to install the transponder in the vehicle, will arrive by mail within a few days.
New customers who sign up between now and Oct. 31 will receive $25 in free toll credits. As an added benefit, new MnPASS subscribers are also eligible for $20 worth of transit fares with the purchase of a $20 Go-To Card, a Metro Transit pass valid on all regional buses and transit.
The complete survey is available at: www.mnpass.net.
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