NCDOT Customer Service Survey 2019-20

McCaleb, Emeline; Davis, Joy; Findley, Daniel

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NCDOT Customer Service Survey 2019-20

2021-08-25
By McCaleb, Emeline ; Davis, Joy ; Findley, Daniel

File Language:

English

Details

Alternative Title:

NCDOT Statewide Customer Service Survey 2019-20 Title from cover
Creators:

McCaleb, Emeline ; Davis, Joy ; Findley, Daniel
Corporate Creators:

North Carolina State University. Institute for Transportation Research & Education
Corporate Contributors:

North Carolina Department of Transportation. Research and Analysis Group ; United States. Department of Transportation. Federal Highway Administration
Subject/TRT Terms:
Publication/ Report Number:

FHWA/NC/2020-54
Resource Type:

Tech Report
Geographical Coverage:

United States;North Carolina
Edition:

Executive Summary for project running May 2020 - August 2021
Corporate Publisher:

North Carolina. Department of Transportation. Research and Analysis Group
Abstract:

Across North Carolina, the North Carolina Department of Transportation (NCDOT) provides transportation services for a variety of functions and uses. Customer satisfaction is identified as an NCDOT priority as part of the department’s Strategic Plan. Since 2015, NCDOT has measured customer service through a statewide survey focused on asking customers about key elements of interest to the department. This survey continues to provide useful insights that can be used to improve customer satisfaction and track progress over time, with a focus on NCDOT’s mission and goals. This summary outlines the results of the 2019-20 survey, which was completed by over 2,300 North Carolina residents. The 2019-20 version of the survey was updated to improve the quality of responses and capture potential changes in habits due to the COVID-19 pandemic. This customer survey was conducted in the fall of 2020 using random sampling, with an additional oversampling method to reach typically hard-to-reach demographics.
Format:

PDF
Funding:

NCDOT Project 2020-54
Download URL:

https://rosap.ntl.bts.gov/view/dot/60333/dot_60333_DS1.pdf
File Type:

[PDF - 613.41 KB]
Collection(s):

US Transportation Collection
Main Document Checksum:

urn:sha-512:665fdfdd50b6a964ff971ce09fae621775ed15bd683e69c7bd4d7056b58df01286ba140a4ffb5632491928706ab2595373a0afd543353e00b071fe3167bc3606

File Language:

English

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