Executive Summary. MDOT s Commitment to Customers. Statewide Customer Survey

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Charlotte Dixon
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1 Executive Summary MDOT s Commitment to Customers The Michigan Department of Transportation (MDOT) has identified the importance of having a strong commitment to its customers, and the Department has undertaken several initiatives in recent years to become a more customer-oriented organization. MDOT s vision statement declares that MDOT is committed to customer satisfaction. The Department s Business Plan also emphasizes knowing the Department s customers and understanding their needs. According to the Business Plan, MDOT s mandate is to develop and maintain a transportation system for Michigan that provides top quality service to efficiently meet customer needs. To achieve this mandate, MDOT must understand the needs and concerns of each segment of the traveling public. MDOT s customer base includes every resident and business in the state of Michigan, as well as tourists, businesses, and shippers from outof-state who utilize the transportation network. This base includes a wide variety of customer groups, some with concerns held in common and others with very different needs and preferences. Understanding the range of concerns of its customer base is critical to MDOT s success in meeting customer needs and achieving customer satisfaction. Statewide Customer Survey In July and August 1997, MDOT conducted a statewide telephone survey of Michigan residents. This survey effort was designed as a starting point in understanding the most important needs of MDOT s customers. The survey asked questions to determine: Types of transportation used; Satisfaction ratings for transportation overall and for high-level transportation products and services; Importance and quality ratings for each mode; Importance and quality ratings for various attributes of the highway system; and Priorities for transportation improvements. Cambridge Systematics, Inc. 1

The Department s Business Plan also emphasizes knowing the Department s customers and understanding their needs.

2 Interviews were conducted with 862 randomly selected Michigan adults from across the state. Within this statewide sample, a valid sample was obtained for each of the seven MDOT regions of the state and for each area served by the three pilot Transportation Service Centers (TSCs) currently in operation. The results of the survey are useful for: Assessing MDOT s overall program priorities as they compare with priorities expressed by the public; Identifying areas in which MDOT needs to pay particular attention to improving customer satisfaction; Identifying areas in which the specific concerns of customers should be investigated further; and Providing a benchmark of satisfaction, against which MDOT can measure progress over time. Key Findings Overall, the survey results show that a majority of Michigan residents are at least somewhat satisfied with transportation services in general and with their travel time, cost, options, and safety. The issue of greatest concern to residents is the poor quality of road surfaces. Specific findings include: Satisfaction: Percent of Residents "Somewhat" or "Very" Satisfied with Transportation... Travel Time Options Cost ALL SERVICES Comfort 42% 61% 57% 76% 75% 81% A majority of state residents (57 percent) were either somewhat or very satisfied with transportation services overall. Residents were most satisfied with travel time, the safety of travel, and the transportation options available to them. Residents were least satisfied with the comfort of travel, with only 42 percent satisfied in this category. 0% 100% Cambridge Systematics, Inc. 2

3 Quality of transportation services: Quality of Transportation Services Better B- C+ Ped Routes Airport Services Bike Routes Local Transit Intercity Bus/Rail Local Roads State Roads Airport service and pedestrian routes obtained the highest quality ratings, with each averaging a C+. Local transit, intercity bus and rail services, and bicycle routes were each given an average grade of a C. C C- Residents gave only a fair grade to the quality of both state and local roads, with each receiving an average grade of a C-. Worse D+ Importance of highway issues: Importance of Highway Issues Very Important Snow/Ice Road Surface Signs/ Markings Information Clean/Neat No Delays Rest Areas Build/Expand Input Park&Ride, snow and ice removal, road signs and markings, and quality of the road surface were the most important highway issues for Michigan residents. The lowest importance ratings were given to park-and-ride lots, opportunities for input into highway planning, construction and expansion of new highways, and rest areas. 2.5 All issues were considered at least somewhat important. Somewhat Important 3.0 Cambridge Systematics, Inc. 3

C C- Residents gave only a fair grade to the quality of both state and local roads, with each receiving an average grade of a C-.

4 Quality of state highways: Quality of Highways MDOT received the highest quality rating (B) for rest areas. Better B B- C+ C C- D+ Rest Areas Signs/ Markings Snow/Ice Information Park&Ride Clean/Neat No Delays Build/Expand Input Road Surface MDOT also received high quality ratings (B to B-) for removing snow and ice, providing traveler information, keeping signs and markings clear, and keeping roadsides clean and neat. Residents gave MDOT the lowest quality rating (C-) for keeping the road surface smooth and comfortable to drive on. Worse D Priorities for improvement: Highest Priorities: Moderate Priorities: Lower Priority: Improve Road Surface Provide More Information Improve Reduce Unexpected Delays Reduce Travel Time of a Normal Trip Improving the quality of the road surface and improving the safety of driving were the two highest priorities for improvement. Reducing unexpected delays and providing more traveler information were lower priorities. Reducing normal travel time was the lowest priority. Cambridge Systematics, Inc. 4

snow and ice, providing traveler information, keeping signs and markings clear, and keeping roadsides clean and neat.

5 Changes in transportation quality: Has Transportation in the Past Five Years... Residents were generally pessimistic about trends in transportation quality. Improved Stayed the Same Gotten Worse 21% 32% 47% Overall, 21 percent of state residents felt that transportation in their area had improved over the past five years, while 47 percent felt it had gotten worse during this period. 0% 50% Satisfaction by region: Percent of Region's Residents Who Are "Very" or "Somewhat" Satisfied with All Transportation Services: University Southwest Bay Grand North Superior Metro 49% 53% 59% 59% 67% 66% 64% Residents of the Detroit Metro region were the least satisfied. Metro residents gave the lowest overall satisfaction ratings and the lowest quality ratings for state and local roads. Results for other regions of the state varied according to the specific issue and the measure of satisfaction used. 0% 100% Cambridge Systematics, Inc. 5

6 Recommendations The results of the survey indicate specific actions that MDOT can take to improve satisfaction with its products and services. Recommendations include: Improve the quality of the state s roads. Consider a shift in resource allocation from improve/expand to preservation and maintenance. Further investigate the specific concerns which people have about safety, the extent of these concerns, and ways in which these concerns might be addressed. Become more multi-modal. Local transit, intercity bus and rail, air services, bicycle routes, and pedestrian facilities are all used by and/or important to a significant number of MDOT s customers. Improve the delivery of services in the Detroit Metro region, and further investigate high priorities needs in this region. Continue to improve response to customer inquiries and complaints, and track satisfaction in this area. Increase efforts to communicate with customers about MDOT s products and services, activities, and transportation issues in general. Communicate the results of this survey to MDOT staff. The survey also provides direction for future customer survey efforts at MDOT. Additional surveys are needed to: Determine satisfaction and preferences for other key customer groups, including Michigan businesses, shippers, and other transportation users. Determine satisfaction and preferences in specific issue areas. Areas for particular investigation include: - : which safety issues are people most concerned about, and how can they be addressed; - Customer service and contacts with MDOT; - Delivery of information about MDOT; - Transit service and nonmotorized (bicycle and pedestrian) facilities; - Highway-related maintenance activities. Cambridge Systematics, Inc. 6

Further investigate the specific concerns which people have about safety, the extent of these concerns, and ways in which these concerns might be addressed. Become more multi-modal.

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WISCONSIN DOT PUTTING RESEARCH TO WORK

WisDOT 2012 Statewide Customer Satisfaction Survey Chris Tatham Project Manager ETC Institute Olathe, Kansas WisDOT ID no. 0092-12-10 February 2013 Research & Library Unit WISCONSIN DOT PUTTING RESEARCH