Pre-installation customer satisfaction survey
Advanced Search
Select up to three search categories and corresponding keywords using the fields to the right. Refer to the Help section for more detailed instructions.

Search our Collections & Repository

For very narrow results

When looking for a specific result

Best used for discovery & interchangable words

Recommended to be used in conjunction with other fields

Dates

to

Document Data
Library
People
Clear All
Clear All

For additional assistance using the Custom Query please check out our Help Page

i

Pre-installation customer satisfaction survey

Filetype[PDF-1.31 MB]


English
Details You May Also Like

Details:

  • Creators:
    Yi, JH
  • Subject/TRT Terms:
  • Publication/ Report Number:
    DOT HS 808 473
  • DOI:
  • Resource Type:
    Tech Report
  • TRIS Online Accession Number:
    00736000
  • Corporate Publisher:
    National Center for Statistics and Analysis (U.S.)
  • NTL Classification:
    NTL-SAFETY AND SECURITY-Vehicle Design
  • Abstract:
    The National Center for Statistics and Analysis’ (NCSA) Information Services Branch (ISB) required a more effective method of receiving, tracking, and completing requests for data, statistics, and information. To enhance ISB’s services, a new customer interface comprising a voice mail system supported by a customized tracking system will be installed. A computer-assisted telephone interview (CATI) survey was conducted to measure customer satisfaction with the current services, as well as provide data on customer profiles and usage patterns. The data showed that customers overwhelmingly rated NCSA services to have been “the same”, “somewhat better”, or “much better” than expected. However, customer comments indicate

    an important relationship between this evaluation relative to original expectations. The survey indicates a need to conduct better outreach and public information on the availability of information services; a frequent customer complaint regarded the difliculity to easily find or connect to the right information service or person. The performance factor found to be of greatest importance to customers was the timeliness of receiving their requests, followed by usefulness of information, and ease of placing requests. The customer satisfaction

    ratings of current services will be used in comparison with ratings to be collected in the post-installation survey. This report provides benchmarks to evaluate the new NCSA voice mail system and the change in services enabled with the use of the Call Management System (CMS) request tracking application. The data also describe ISB’S customer profile (such as, type of user, purpose of request) and their usage patterns (such is how customers typically place requests, how they are aware of services).

  • Format:
    PDF
  • Collection(s):
  • Main Document Checksum:
  • Download URL:
  • File Type:

Supporting Files

  • No Additional Files
More +

You May Also Like

Checkout today's featured content at rosap.ntl.bts.gov