Kentucky Transportation Cabinet : annual assessment of customer needs and satisfaction : mail survey report

NTIS Invoice: 24008;NTIS Order #:PB98131345PDFResearch PaperKTC-97-24SurveysQuestionnairesCustomer satisfactionNeeds assessmentHighway planningConstruction and maintenanceKentuckyKentucky. Transportation CabinetAnderson, P.Hockensmith, K.University of Kentucky Transportation CenterUnited States. Federal Highway AdministrationNTL-HIGHWAY/ROAD TRANSPORTATION-HIGHWAY/ROAD TRANSPORTATIONNTL-PLANNING AND POLICY-PLANNING AND POLICYNTL-PLANNING AND POLICY-SurveysNTL-PLANNING AND POLICY-Public Participation and OutreachUS Transportation CollectionThe 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 ti 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' opinions on highway program priorities and satisfaction. (B) compare and contrast these opinions with the data obtained in the NQI Survey. (C) issue reports that can be used to help guid highway investments and strategic planning