United States Department of Transportation
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Edition:Final Report July 1999 to February 2000
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Abstract:This report summarizes public perceptions of the South Dakota Department of Transportation (SDDOT) performance in delivering products and services to residents across South Dakota. It is the second survey in what is intended to be an ongoing tracking effort to monitor changes in attitudes and needs among SDDOT customers. The first Customer Satisfaction Assessment was completed in the first half of 1997. This second assessment was purposefully scheduled for the second half of 1999. This allowed researchers to determine whether public opinion is influenced by seasonal factors influencing travel. The study includes opinions of 734 residents randomly selected from listed household telephone numbers across the state. An additional sample of 66 legislators provides contrasting viewpoints of elected officials responsible for oversight and funding of SDDOT products and services. Two objectives guided the activities and tasks undertaken to complete this study. The objectives were: to assess public opinion concerning the importance and quality of the SDDOT's key products and services and to recommend actions the SDDOT can take to improve its performance and public perception of that performance. By assessing the public's opinions of the SDDOT's performance and understanding its significance, this research provides the framework for development of a management Action Plan for SDDOT response.
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