Transportation Customer Survey, Part 1-Statewide Analysis.
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Transportation Customer Survey, Part 1-Statewide Analysis.

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  • English

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    • Abstract:
      Abstract: In 2003 the University of Missouri-Columbia implemented the Transportation Customer Survey.

      This study replicates research previously reported as the Constituent Service Quality Survey (conducted in 2000). The survey collected responses from 4,000 residents of Missouri aged 18 and over, with 400 responses for each of the ten MoDOT districts. The survey was intended to provide a discrepancy analysis of the fit between citizen/customer levels of current satisfaction with MoDOT’s work and the amount of attention they believe the agency should place on these same aspects of work in the future. The TCS updated the CSQS and used the initial study as a benchmark from which to identify areas of work showing improved performance.

      The central findings of the research are as follows: (1) Missourians generally feel MoDOT is performing satisfactorily at present, but there are many areas in which the agency could improve performance; (2) compared to the benchmark measures of 2000, the agency’s efforts show marginal, but positive improvements in the majority of areas of performance

      measured; (3) primary areas of performance where agency shows needs for improved performance involve maintenance of the existing system of roads and allocation of financial resources; (4) Missourians assign highest priority to existing system maintenance compared to new construction, safety or congestion management; (5) respondents do not know if the agency is currently receiving sufficient resources to carry out its responsibilities and show little consensus regarding preferred ways of acquiring new revenues; (6) Missourians generally trust MoDOT to fulfill its responsibilities in a number of areas with sixty

      percent or more respondents indicating that they trust MoDOT to perform as desired in each of six areas of performance. There are few patterns in the responses according to respondent characteristics that would provide the agency with directions as to which type of customer to address with performance improving actions.

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