Customers requirements of multimodal travel information systems

Document Type

Journal Article

Publication Date


Subject Area

ridership - mode choice, place - australasia, planning - signage/information, planning - surveys


multi-modal, surveys, focus groups, Auckland, customer information


The purpose of this research was two-fold: 1) to provide evidence-based recommendations that identify the Transport Agency's customers' key information needs, and 2) to provide best-practice guidance on ways the Transport Agency can best offer and 'push' the delivery of multimodal travel information that is tailored to individuals. This research was carried out in three stages, between November 2012 and June 2013:

- Literature and best-practice review of current travel information provision, both in New Zealand and internationally

- Focus groups/structured interviews to examine key traveller information needs and to conduct a practical assessment of the usefulness for the New Zealand context of the various delivery systems

- Online interactive survey to provide a quantitative assessment and priority ranking of travellers' information needs.

This report describes the above work and provides recommendations for potential future actions.


21 January 2014

Page 38, top row of table, 'AA Roadwatch', corrected to show a tick in the 'Web cams' and 'Planned Roadworks' columns.


This publication is copyright © NZ Transport Agency 2013. Material in it may be reproduced for personal or in-house use without formal permission or charge, provided suitable acknowledgement is made to this publication and the NZ Transport Agency as the source. Requests and enquiries about the reproduction of material in this publication for any other purpose should be made to the Manager National Programmes, Investment Team, NZ Transport Agency, at