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WisDOT Customer Satisfaction Survey Results.
| 题名： | WisDOT Customer Satisfaction Survey Results. |
| 作者： | FULTON, T.; MICKELSON, W. T. |
| 关键词： | DEPARTMENT OF TRANSPORTATION; TRANSPORTATION INDUSTRY; WISCONSIN |
| 摘要： | WisDOT implemented a customer satisfaction survey study across multiple service areas. The goal of the study was to measure and evaluate customer satisfaction and priorities through a comprehensive survey, and to help the department align its business decision making with these priorities. The objectives of the research were to: reach as many different customer groups as was economically feasible; provide comparable satisfaction measures across different divisions; measure customer satisfaction with key service elements to determine whether WisDOT is 'doing things right'; measure customer priorities to determine if WisDOT is doing the right things; and identify key issues that would cause customers to complain. The study looked at six target customer groups, each representing a different type of interaction with WisDOT: Division of Motor Vehicle (DMV) in Person; DMV by phone, Mail, or On-line; Traffic and Road Construction; State Highway Travelers; Division of State Patrol; and Persons Impacted by Highway Construction. The telephone survey was conducted during January and February of 2004, with a total of 2,030 Wisconsin residents surveyed. |
| 报告类型： | 科技报告 |
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