Idaho Transportation Department 2011 customer satisfaction survey.

Final report; 4/01/2011-10/31/2011.PDFTech ReportFHWA-ID-11-205ARP205ACustomer serviceCustomer satisfactionSurveysPublic participationMotor vehiclesIdahoIdaho. Transportation Dept.Kane, Stephanie L.Foltz, Barbara E.University of IdahoIdaho. Transportation Dept.NTL-PLANNING AND POLICY-SurveysUS Transportation CollectionIn the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents to assess their perception of ITD\ue2\u20ac\u2122s performance in several key areas of customer service. The areas of service assessed by the survey were highway maintenance, Division of Motor Vehicle (DMV) services, alternative transportation, public involvement in the planning process, communication from ITD, direct customer service, and the value and focus of ITD. This study repeats a similar study conducted in 2009 and is part of an effort to track changes in customer satisfaction over time. As in 2009, in most areas of service ITD was rated relatively highly, with approximately two-thirds or more of respondents awarding ITD a grade of \ue2\u20ac\u153A\ue2\u20ac? or \ue2\u20ac\u153B\ue2\u20ac? in the areas of highway maintenance, DMV services, communication, and direct customer services. In the area of public involvement in the planning process, residents expressed higher satisfaction than they had in 2009, although improvements could still be made in this area. This report also provides recommendations for how ITD could continue to improve in the various areas of customer service