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DOTD customer satisfaction survey frequency responses and cross-tabulations.

File Language:
English


Details

  • Creators:
    McKenzie, Lawrence S.
  • Corporate Creators:
    Applied Technology Research Corporation
  • Corporate Contributors:
    Louisiana Transportation Research Center
  • Subject/TRT Terms:
  • Publication/ Report Number:
    FHWA/LA.04/388
  • Resource Type:
    Tech Report
  • Geographical Coverage:
    Louisiana
  • Corporate Publisher:
    Applied Technology Research Corporation
  • Abstract:
    The Louisiana Department of Transportation and Development (DOTD) conducted this customer satisfaction survey to determine levels of satisfaction overall and with select components of the state maintained highway system. An A, B, C, D and F letter garding scale was used to determine level of satisfaction. The proportion of customers considered as being satisfied was calculated by summing the percent responding A, B and C. In addition to the level of satisfaction, a numeric score and overall letter grade were tabulated for the system overall and for each system component.

    Interviews were completed with 1,600 DOTD customers between May 19 and June 9, 2003. Customers were defined as Louisiana registered voters who hold a valid Louisiana driver's license and have driven on the state highway system within the past year.

    Overall, DOTD received a C+ grade based on an 84% satisfactory rating among customers. Customer satisfaction levels ranged from a high of 89% on major bridges (B-) and safety (C+) to a low of 69% (C) on pavement conditions. Communications, congestion (traffic flow), and maintenance were the other components receiving a letter grade of C+ based on satisfaction ratings of 84%, 86% and 82%, respectively. An overall grade of C was given to the work zone component (satisfaction rating of 76%) and to the state highway system overall (64% satisfaction rating).

  • Format:
    PDF
  • Funding:
    736-99-1158
  • Collection(s):
  • Main Document Checksum:
    urn:sha-512:6a7ecf94a0a095cdaaf230f42ecbdf19706b3b0a0960b30e13d7b09e56ed7517130c722e81a6019f5701532cd07aef607e57027a75270f27e8966e270c6a767e
  • Download URL:
  • File Type:
    Filetype[PDF - 3.02 MB ]
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