WisDOT statewide customer satisfaction survey.

PDFTech ReportWisDOT 0092-12-100092-12-10Customer satisfactionSurveysState departments of transportationQuality of servicePerformance measurementWisconsinWisconsin. Dept. of Transportation. Library and Research UnitWisconsin Highway Research ProgramTatham, ChrisETC InstituteUnited States. Federal Highway AdministrationNTL-PLANNING AND POLICY-SurveysUS Transportation CollectionThe purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baselinedepartmental performance measures and be sustainable for future use. ETC Institute completed a statewide customersurvey for the Wisconsin Department of Transportation (WisDOT) during the Fall of 2012. The survey aimed toobjectively assess WisDOT\ue2\u20ac\u2122s performance in order to identify opportunities to improve programs and services forWisconsin residents. A six-page survey was administered by mail, phone and the Internet to a stratified-random sample of1,860 households in the State of Wisconsin. The sample was stratified to ensure that at least 350 surveys were completedin each of the five geographic areas of the state. The results for each area have a 95% level of confidence with a precisionof at least +/- 5.2%. The overall results for the stratified-random sample of 1,860 households have a 95% level ofconfidence with a precision of at least +/- 2.3%. The WisDOT areas studied were the Division of Motor Vehicles, theState Patrol, highway maintenance and operations, design and construction of highways, information services, andstrategic priorities. Conclusions made, based on the survey results, were that the overall satisfaction with WisDOT ishigh; WisDOT is outperforming other departments of transportation; there are opportunities to improve the quality andfrequency of communication with residents; WisDOT is moving in the right direction; and residents may supportincreased funding for transportation in Wisconsin. The research team also identified opportunities for improvement andmade other recommendations for action