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WisDOT statewide customer satisfaction survey.
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  • 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.

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