DEVELOPMENT OF SCALED MEASURES OF USER AND CITIZEN SATISFACTION WITH MN/DOT SERVICES

This report investigates the application of customer satisfaction concepts and measures to Minnesota Department of Transportation (Mn/DOT) operations. It defines the terms customer and customer satisfaction, estimates the cost of collecting customer satisfaction information, discusses related research and management activities, and makes recommendations. Specific research findings include the following: The measurement of customer satisfaction primarily occurs in the private sector; The straightforward definitions of customer and customer satisfaction can be translated to fit public sector needs; Specifying customers and measuring their satisfaction are deceptively difficult and require input from top management; Developing and implementing a customer satisfaction measurement system takes time and requires a significant financial investment; Initial customer satisfaction projects suffer from a higher that average failure rate, often caused by lack of planning before execution; and Segments of the public may view design and implementation of customer satisfaction measures as wasteful, especially if the project is not successful.

• Corporate Authors:

  University of Minnesota, Minneapolis

  Marketing Department, 271 19th Avenue, S
  Minneapolis, MN  United States  55455

  Minnesota Department of Transportation

  395 John Ireland Boulevard
  St Paul, MN  United States  55155
• Authors:
  • Hansen, R A
• Publication Date: 1996-2

Language

• English

Media Info

• Features: Appendices; Figures; References;
• Pagination: 81 p.

Subject/Index Terms

• TRT Terms: Costs; Customer satisfaction; Customers; Implementation; Management; Measurement; Recommendations; State departments of transportation
• Geographic Terms: Minnesota
• Subject Areas: Administration and Management; Finance; Highways; Research; I10: Economics and Administration;

Filing Info

• Accession Number: 00725561
• Record Type: Publication
• Report/Paper Numbers: MN/RC-96/15, Final Report
• Contract Numbers: 71179 TOC #119
• Files: TRIS, ATRI, STATEDOT
• Created Date: Sep 12 1996 12:00AM