Pennsylvania Department of Transportation Engineering District 9 values customer input and believes that customer complaints are opportunities that point out deficiencies in its products, delivery systems, or processes. A District team was tasked with developing a system that captures the customer's thoughts and asks, "What can we do to improve our products and services to exceed or delight the customer?" The new Customer & Market Focus Process is broken down into three parts. The first is a Customer Service Index (CSI) that measures courtesy, responsiveness, effectiveness, knowledge, reliability, and helpfulness. The second portion is another CSI survey measuring the value of a specific product or service to the customers. Finally, the third is a measure of customer dissatisfaction (a ratio of complaints over compliments) for each product and service. This ratio is accomplished using an in-house developed MS Access database application. The Community Link System (CLS) was developed to aggregate all customer contacts (via mail, meeting, phone, email, etc.). The system is used to improve the District's processes associated with repetitive contacts asking for attention concerning one of the products or services. The database captures a variety of location data elements to help identify patterns. This provides an opportunity for repeat complaints to be analyzed to see if there is a process problem with either product or service delivery or the District not being proactive in eliminating the item before it becomes an issue. Finally, the CLS has an audit feature built in, which randomly samples 30% of the complaints received each quarter.


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Media Info

  • Features: Figures;
  • Pagination: p. 43-51
  • Serial:

Subject/Index Terms

Filing Info

  • Accession Number: 00960084
  • Record Type: Publication
  • Report/Paper Numbers: E-C052,, MMC03-032, MMC03-029
  • Files: TRIS, TRB
  • Created Date: Jul 14 2003 12:00AM