WisDOT statewide customer satisfaction survey.

Details

• Creators:
  Tatham, Chris
• Corporate Creators:
  ETC Institute
• Corporate Contributors:
  United States. Federal Highway Administration
• Subject/TRT Terms:
  Customer Satisfaction Performance Measurement Quality Of Service State Departments Of Transportation Surveys
• 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
• Collection(s):
  US Transportation Collection
• Main Document Checksum:
  urn:sha256:de2fe11a10f801156f058ed9ec090864893252a458eb75ef3c79c05ee0af0d31
• Download URL:
  https://rosap.ntl.bts.gov/view/dot/25896/dot_25896_DS1.pdf
• File Type:
  [PDF - 1.48 MB ]