Motor Carrier Services Customer Satisfaction Assessment

Bender, David; MarketLine Research, Inc.

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Motor Carrier Services Customer Satisfaction Assessment

2006-09-22
By Bender, David

[PDF-722.50 KB]

English

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Details:

Alternative Title:

South Dakota Motor Carrier Services 2006 Customer Satisfaction Assessment [Title from Cover]
Creators:

Bender, David
Corporate Creators:

MarketLine Research, Inc.
Corporate Contributors:

South Dakota. Department of Transportation. Office of Research ; United States. Department of Transportation. Federal Highway Administration

South Dakota. Department of Transportation. Office of Research ; United States. Department of Transportation. Federal Highway Administration Less -
Subject/TRT Terms:

[+]

Customer Satisfaction Law Enforcement Law Enforcement Personnel Motor Carriers Police Patrol Regulations Surveys Trucking
Publication/ Report Number:

SD2005-15-F
Resource Type:

Tech Report
Geographical Coverage:

South Dakota ; United States

South Dakota ; United States Less -
Edition:

Final Report March 2006 to September 2006
Corporate Publisher:

South Dakota. Department of Transportation. Office of Research
Abstract:

This report summarizes by truck operator segment and Motor Carrier Services (MCS) enforcement zone perceptions of MCS performance in enforcing federal and South Dakota trucking regulations. It is intended to assess progress following the investment of significant time and resources in response to a 2003 assessment of MCS services. MCS management took several actions in response to the first assessment’s research findings. This follow-up assessment objectively measures and documents the impact these actions have had on customer segments. The study includes opinions of 456 randomly selected truck operators residing within 64 of 66 South Dakota counties. Equal representation is reflected in the three operator segments and across the four enforcement zones. Fifty-nine Motor Carrier Services inspectors and officers participated in the study. Key objectives that guided both the qualitative (stakeholder interview & focus group) and quantitative (telephone interview) components of this research were to: assess perceptions regarding the importance of motor carrier enforcement services and satisfaction with their delivery within the trucking industry and the South Dakota Highway Patrol’s Motor Carrier Services unit; identify underlying causes or factors that shape these perceptions; assess the effectiveness of changes made in response to the 2003 MCS customer satisfaction assessment; and identify opportunities for business improvements that will enable the trucking industry and regulatory agencies to strengthen collaboration while maintaining highway safety.
Format:

PDF
Collection(s):

US Transportation Collection
Main Document Checksum:

[+]

urn:sha-512:3cb7413c2f290186fa76787e660d81ddde5510f91cf129831bf96a3beb59f6211bc438a7afee97fada9de846ce7a0b0cab75d101214f8032c30ee8da55aef4a0
Download URL:

https://rosap.ntl.bts.gov/view/dot/77555/dot_77555_DS1.pdf
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Motor Carrier Services Customer Satisfaction Assessment

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