Districts identify ways to increase customer feedback.
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Districts identify ways to increase customer feedback.

  • 2009-11-01

Filetype[PDF-196.64 KB]


  • English

  • Details:

    • Alternative Title:
      A Research Bulletin, November, 2009 ; Advancements ;
    • Resource Type:
    • Geographical Coverage:
    • Abstract:
      Missouri’s rest areas and welcome centers attract approximately 23 million users annually, making them one of a primary destination for travelers in the state. As caretaker of these facilities, MoDOT seeks customer input at each location regarding convenience, safety and cleanliness through a comment card. However, this approach has resulted in minimal rates of return of the survey cards. Over the past four quarters, October 2008 to September 2009, Missouri rest areas and welcome centers have attracted more than 4.8 million vehicles. Over the same timeframe, MoDOT received 11,463 customer surveys, including an all-time high 6,838 in the first quarter of fiscal year 2010. This equates to less than one quarter of a percent return.
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