United States Department of Transportation
i
2020 Kentucky Transportation Cabinet Maintenance Customer Survey
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2021-01-01
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[PDF-3.56 MB]
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Abstract:The Kentucky Transportation Cabinet (KYTC) periodically surveys drivers to understand their perceptions of the agency’s maintenance activities. In 2020, Qualtrics in conjunction with the Kentucky Transportation Center surveyed 2,100 licensed drivers throughout the state to gauge their perceptions of highway maintenance, identify areas of strength and weakness, and discern how drivers obtain information on traffic and weather conditions. Survey participants answered questions about five areas of highway maintenance — roadside features, pavement surfaces, shoulders, drainage, and signs/markings. Drivers reported being most satisfied with the maintenance of signs, guardrail, and striping. Pavement surfaces, potholes, and overall appearance garnered the lowest ratings. When queried about investment priorities, respondents said the most important areas for KYTC to focus on are pavement surfaces, signs, and markings. A comparison of the 2010, 2016, and 2020 customer maintenance surveys found that responses and reported levels of satisfaction have remained largely consistent. Questions about traffic and weather information revealed that drivers are increasingly reliant on smartphone apps while traditional media (e.g., television, radio) have diminished in importance.
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