2002 CUSTOMER SATISFACTION SURVEY RESULTS

In late 2000 the Florida Department of Transportation (FDOT) surveyed its six customer segments: Florida residents, commercial drivers, elected/governmental officials, visitors to Florida, special needs customers and property owners. The surveys concluded in May 2001 with encouraging results and areas for improvement. The FDOT's seven districts identified areas for improvement and developed action plans. Actions have been taken statewide and in districts to consider the customers' concerns and meet their needs. The FDOT decided to conduct another round of surveys in 2002 to determine how the customers would rate the Department's work and identify what improvements have been made since 2000 and which areas require more attention. This report presents the results of the 2002 survey. The customer segments surveyed included Florida residents, well elders, government officials, and visitors. Areas covered by the various surveys were (1) how well a driver is able to see key signing and road markings; (2) experiences in the State Highway System construction zones; (3) travel on the State Highway System within the community; (4) public transportation in the area; and (5) overall satisfaction with various aspects of the State Highway System. Government officials were asked a series of questions about cooperation with other governmental entities and allocation of transportation resources which were not asked in the other customer surveys. Visitors were asked about experiences with Florida highways, rest stop areas, and airports.

• Record URL:
  https://fdotwww.blob.core.windows.net/sitefinity/docs/default-source/research/reports/fdot-bc352-17-rpt.pdf
• 
• Corporate Authors:

  Florida State University, Tallahassee

  Survey Research Laboratory
  Tallahassee, FL  United States  32306

  Florida Department of Transportation

  Haydon Burns Building, 605 Suwanee Street
  Tallahassee, FL  United States  32301
• Authors:
  • Stutzman, M
  • Davis, C
• Publication Date: 2003-6

Language

• English

Media Info

• Features: Tables;
• Pagination: 262 p.

Subject/Index Terms

• TRT Terms: Aged; Airports; Customer satisfaction; Government agencies; Interagency relations; Public transit; Residents; Road markings; Roadside rest areas; State highways; Surveys; Tourists; Traffic signs; Travel; Visibility; Work zones
• Identifier Terms: Florida Department of Transportation
• Geographic Terms: Florida
• Subject Areas: Aviation; Highways; Planning and Forecasting; Public Transportation; Terminals and Facilities; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 00962181
• Record Type: Publication
• Report/Paper Numbers: Final Report
• Contract Numbers: BC352-17
• Files: TRIS, STATEDOT
• Created Date: Aug 26 2003 12:00AM