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WisDOT statewide customer satisfaction survey.

File Language:
English


Details

  • Creators:
    Tatham, Chris
  • Corporate Creators:
    ETC Institute
  • Corporate Contributors:
    United States. Federal Highway Administration
  • Subject/TRT Terms:
  • Publication/ Report Number:
    WisDOT 0092-12-10
  • Resource Type:
    Tech Report
  • Geographical Coverage:
    Wisconsin
  • Corporate Publisher:
    Wisconsin. Dept. of Transportation. Library and Research Unit ; Wisconsin Highway Research Program
  • NTL Classification:
    NTL-PLANNING AND POLICY-Surveys
  • Abstract:
    The purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baseline ; departmental performance measures and be sustainable for future use. ETC Institute completed a statewide customer ; survey for the Wisconsin Department of Transportation (WisDOT) during the Fall of 2012. The survey aimed to ; objectively assess WisDOT’s performance in order to identify opportunities to improve programs and services for ; Wisconsin residents. A six-page survey was administered by mail, phone and the Internet to a stratified-random sample of ; 1,860 households in the State of Wisconsin. The sample was stratified to ensure that at least 350 surveys were completed ; in each of the five geographic areas of the state. The results for each area have a 95% level of confidence with a precision ; of at least +/- 5.2%. The overall results for the stratified-random sample of 1,860 households have a 95% level of ; confidence with a precision of at least +/- 2.3%. The WisDOT areas studied were the Division of Motor Vehicles, the ; State Patrol, highway maintenance and operations, design and construction of highways, information services, and ; strategic priorities. Conclusions made, based on the survey results, were that the overall satisfaction with WisDOT is ; high; WisDOT is outperforming other departments of transportation; there are opportunities to improve the quality and ; frequency of communication with residents; WisDOT is moving in the right direction; and residents may support ; increased funding for transportation in Wisconsin. The research team also identified opportunities for improvement and ; made other recommendations for action.
  • Format:
    PDF
  • Funding:
    0092-12-10
  • Download URL:
    https://rosap.ntl.bts.gov/view/dot/25896/dot_25896_DS1.pdf
  • File Type:
    Filetype[PDF - 1.48 MB]
  • Collection(s):
    US Transportation Collection
  • Main Document Checksum:
    urn:sha-512:1ae177dae24455959e534c4acbf8f75570a3bd7c476cdb27c360a219501f38e2427265f895061bd27987bf3196f2b397d869d50d1af44ff37efea46b13d87c67
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File Language:
English
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