Customer satisfaction with the FHWA peer-to-peer program : a qualitative assessment

Lappin, Jane E.; Rutyna, David; DeBlasio, Allan J.; John A. Volpe National Transportation Systems Center (U.S.). Economic and Industry Analysis Division

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Customer satisfaction with the FHWA peer-to-peer program : a qualitative assessment

2000-03-01
By Lappin, Jane E. ; Rutyna, David ; DeBlasio, Allan J.

[PDF-72.22 KB]

English

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Details:

Alternative Title:

Customer satisfaction with the Federal Highway Administration peer-to-peer program
Creators:

Lappin, Jane E. ; Rutyna, David ; DeBlasio, Allan J.

Lappin, Jane E. ; Rutyna, David ; DeBlasio, Allan J. Less -
Corporate Creators:

John A. Volpe National Transportation Systems Center (U.S.). Economic and Industry Analysis Division
Corporate Contributors:

United States. Joint Program Office for Intelligent Transportation Systems
Subject/TRT Terms:

[+]

Customer Satisfaction Evaluation And Assessment Intelligent Transportation Systems Programs Marketing OUTREACH/MARKETING PEER-TO-PEER PROGRAM Peer Groups Surveys
Publication/ Report Number:

FHWA-OP-00-006
Resource Type:

Research Paper
Geographical Coverage:

United States
Corporate Publisher:

United States. Dept. of Transportation. Research and Special Programs Administration
NTL Classification:

NTL-INTELLIGENT TRANSPORTATION SYSTEMS-INTELLIGENT TRANSPORTATION SYSTEMS;NTL-PLANNING AND POLICY-Surveys;
Abstract:

The primary objective of the evaluation is to learn how to serve Peer-to-Peer (P2P) customers better, and secondarily, how to market the program to provide services to a larger number of eligible transportation professionals. One outcome of this evaluation is a recommended customer satisfaction survey for all subsequent P2P customers. To this end, Volpe staff interviewed selected P2P staff, peers, and customers peers to identify and prioritize opportunities to improve the quality of service.

This has been a qualitative evaluation, done entirely with personal interviews, to develop a detailed understanding of the P2P service and which features of the service matter most to its customers. Interviews focused on those procedures that worked well and those that created obstacles to good service. As expected, common themes emerged among the program staff, peers, and customers that highlight customer satisfaction factors.
Format:

PDF
Collection(s):

ITSJPO Digital Library Federal Highway Administration Volpe Center
Main Document Checksum:

[+]

urn:sha256:e2101794eb9388c6ab0f619edb31c423f70cf1f60437440c26ab9ee93ffdb6c0
Download URL:

https://rosap.ntl.bts.gov/view/dot/4259/dot_4259_DS1.pdf
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Customer satisfaction with the FHWA peer-to-peer program : a qualitative assessment

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