SDDOT 2010 Statewide Customer Satisfaction Assessment

This report summarizes perceptions of the South Dakota Department of Transportation’s (SDDOT's) performance in delivering services to residents and key customer groups across South Dakota. It is the sixth in a series of surveys that tracks and monitors attitudes and needs among SDDOT customers, including the general public, farmers, emergency vehicle operators, and trucker/shippers. The study includes opinions of 1,134 residents, 289 truckers/shippers, 141 emergency vehicle operators, 433 farmers, 423 senior citizens, and 50 state legislators. Key objectives that guided this research were to: assess the opinions of the public and key customer groups regarding the composition, importance, and delivered quality of the SDDOT’s key products and services; assess the opinions of key business partners regarding the effectiveness of SDDOT’s business practices and relationships; assess progress in addressing customer concerns through SDDOT’s ongoing efforts to develop and execute strategic plans; and identify specific actions SDDOT can take to improve its performance and the perception of customer groups and business partners regarding its performance. By objectively assessing the opinions of the general public and key customer groups, this research provides a framework to help senior SDDOT managers continually identify and respond to the needs of its customers over time.

• Record URL:
  • https://rosap.ntl.bts.gov/view/dot/77802
• Record URL:
  • https://rosap.ntl.bts.gov/view/dot/77842
• Corporate Authors:

  ETC Institute

  725 West Frontier Circle
  Olathe, KS  United States  66061

  South Dakota Department of Transportation

  Office of Research
  700 East Broadway Avenue
  Pierre, SD  United States  57501-2586

  Federal Highway Administration

  1200 New Jersey Avenue, SE
  Washington, DC  United States  20590
• Authors:
  • Tatham, Chris
• Publication Date: 2011-8

Language

• English

Media Info

• Media Type: Digital/other
• Edition: Final Report
• Features: Appendices; Figures; Tables;
• Pagination: 58p

Subject/Index Terms

• TRT Terms: Customer satisfaction; Public opinion; Quality of service; Surveys
• Identifier Terms: South Dakota Department of Transportation
• Geographic Terms: South Dakota
• Subject Areas: Highways; Planning and Forecasting;

Filing Info

• Accession Number: 01933417
• Record Type: Publication
• Report/Paper Numbers: SD2010-03-F
• Contract Numbers: 3111111
• Files: NTL, TRIS, USDOT, STATEDOT
• Created Date: Oct 13 2024 5:56PM