Annual Assessment Of Customer Needs And Satisfaction

The Kentucky Transportation Cabinet, both through its own quality initiative and a statewide Empower Kentucky campaign, has a commitment to achieve new levels of quality in the development, construction and maintenance of highways. In order to gage progress, there is a need to establish a baseline of customer satisfaction with the current highway system, and determine needs as perceived by the users of the highway system. As a result, the University of Kentucky Transportation Center, Technology Exchange Unit, was contracted to conduct a customer needs and satisfaction survey. The objectives of this study are to: A. Ascertain Kentucky highway users\u27 opinions on highway program priorities and satisfaction. B. Compare and contrast these opinions with.the data obtained in the NQI Survey. C. Issue a report that can be used to help guide highway investments and strategic planning