United States Department of Transportation
i
National Highway Traffic Safety Administration : 1997 customer satisfaction survey
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1998-03-13
[PDF-7.00 MB]
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Alternative Title:National Highway Traffic Safety Administration : customer satisfaction survey, 1997
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Abstract:In 1995, the National Highway Traffic Safety Administration (NHTSA) conducted its first Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, Schulman, Ronca and Bucuvalas, Inc., administered the telephone survey to persons ages 16 and older randomly selected from across the United States. This survey was used to gather information about the public's knowledge and opinion on a variety of highway safety issues, along with their attitudes toward the role that the federal government should play in promoting highway safety. The 1995 survey was also used as a baseline measure. Subsequent surveys would be used to measure NHTSA's progress in improving its service to the public. The 1997 survey represents the first of these follow-up surveys. The results give NHTSA an assessment of the public's knowledge and opinions similar to those in 1995. It also provides NHTSA with its first look at changes in these factors -- whether brought about by external influences, or by the agency's own efforts in improving its service. /Abstract from report summary page/
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