WYDOT Statewide Customer Satisfaction Survey - 2004

In the spring of 2004, the Survey Research Center at the University of Wyoming replicated a comprehensive statewide survey first conducted two years earlier on behalf of the Wyoming Department of Transportation (WYDOT). The questionnaire covered highway construction and maintenance, signage, rest areas, the Wyoming Highway Patrol, drivers' license offices, airport facilities and air transportation, and WYDOT communication with the public. As in 2002, more than 1500 Wyoming households responded to the 2004 survey by telephone interview, based on a sample designed to be statistically representative. The executive summary of this final report highlights key findings from the 2004 survey, noting some significant changes since the baseline survey. The results are discussed in detail in the main body of the report. Overall it is clear from these data, that the citizens of Wyoming continue to see the WYDOT as doing a good job. In the two years since the baseline survey, satisfaction remains high on the great majority of survey items. Where there were changes, with few exceptions, the trend was toward increasing satisfaction with the work of the Department. The general trend serves as positive feedback on WYDOT's policies and resource allocations since the 2002 report, and the exceptions call the attention of WYDOT's policy makers to areas with room for improvement. Wyoming citizens had a positive response to almost all of the satisfaction questions asked of them regarding the work of WYDOT. For example, almost 90% of the respondents reported being satisfied with construction projects. However, there is some evidence of a decline in satisfaction with the contractors who conduct the projects. Satisfaction with both signage and rest areas has generally increased over the intervening two years. Satisfaction with the visibility of pavement markings increased from 65% in 2002 to 71% in 2004. WYDOT's communication with the public showed increases in both satisfaction and usage.

• Corporate Authors:

  University of Wyoming, Laramie

  Wyoming Survey and Analysis Center, 710 Garfield
  Laramie, WY  United States  82070

  Wyoming Department of Transportation

  5300 Bishop Boulevard
  Cheyenne, WY  United States  82009-3340

  Federal Highway Administration

  1200 New Jersey Avenue, SE
  Washington, DC  United States  20590
• Authors:
  • Taylor, Patricia
  • Butler, Steven
  • Grandjean, Burke
  • Anatchokova, Bistra
  • Furgeson, Thomas
  • Huckfeldt, Trish
  • Khan, Zafar
  • Miller, Russell
  • Robertson, Lindsay
• Publication Date: 2004-10

Language

• English

Media Info

• Media Type: Print
• Edition: Final Report
• Features: Appendices; Figures; Tables;
• Pagination: 112p

Subject/Index Terms

• TRT Terms: Air transportation; Airport facilities; Communications; Customer satisfaction; Driver licensing; Highway maintenance; Public relations; Questionnaires; Road construction; Roadside rest areas; Surveys; Traffic signs
• Identifier Terms: Wyoming Department of Transportation; Wyoming Highway Patrol
• Subject Areas: Aviation; Construction; Design; Highways; Maintenance and Preservation; Operations and Traffic Management; Planning and Forecasting; Safety and Human Factors; Terminals and Facilities; I21: Planning of Transport Infrastructure; I50: Construction and Supervision of Construction; I60: Maintenance; I73: Traffic Control;

Filing Info

• Accession Number: 01001589
• Record Type: Publication
• Report/Paper Numbers: FHWA-WY-05/07F
• Files: TRIS, USDOT, STATEDOT
• Created Date: Jul 8 2005 3:55PM