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

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

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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.

File Language:

English

Details

Alternative Title:

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

Lappin, Jane E. ; Rutyna, David ; DeBlasio, Allan J.
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:
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
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
Download URL:

https://rosap.ntl.bts.gov/view/dot/4259/dot_4259_DS1.pdf
File Type:

[PDF - 72.22 KB]
Collection(s):

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

urn:sha-512:cae87cb440f98f9a4189a928e0a69ee8f16ea895d770d02dc68e655dcd20ff7b37719a383da242a5ef41785c9742ad8c16529bd62e8fa80d12015cf07b60c9ba

File Language:

English

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