NCDOT Statewide Customer Service Survey 2016-2017

2017Final Report, August 2016 to July 2017PDFTech ReportFHWA/NC/2017-28Customer satisfactionCustomer serviceRecommendationsState departments of transportationSurveysNCDOT ServicesUnited StatesNorth CarolinaNorth Carolina. Dept. of TransportationFindley, DanielAnderson, TracyCarter, BlytheHorner, TylerNorth Carolina State University. Institute for Transportation Research & EducationNorth Carolina. Dept. of Transportation. Research and Analysis GroupUnited States. Federal Highway AdministrationUS Transportation CollectionNCDOT provides transportation services across North Carolina for a variety of functions and uses. NCDOT identified customer satisfaction as a component of its 2015-2017 Strategic Plan, and dashboard, and measured customer service through a statewide survey starting in 2015. An annual survey on key elements of interest to the department provides useful feedback to improve customer satisfaction and track it over time with a focus on NCDOT\u2019s mission and goals. The purpose of this project was to update the 2015 data to determine the current perceptions of NCDOT customers. This project relied on the 2015 survey as a benchmark with some minor improvements. The survey instrument developed for this project will balance competing desires for detailed results and a summary measure of overall customer satisfaction (the primary objective of the effort is to deliver a quantitative performance measure). This data may also be helpful for identifying areas in need of improvement, as well as the impact of various initiatives to improve service. However, at the broad level envisioned for this project, more detailed evaluations by individual NCDOT Units may be required to fully measure the need for or the impact of improvements.78