Pre-installation customer satisfaction survey
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Pre-installation customer satisfaction survey

Filetype[PDF-1.31 MB]


  • English
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    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).

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