The purpose of this proposed project is to objectively determine the perceptions of NCDOT customers. This project would also serve as a benchmark for future surveys in terms of survey results, survey instrument, and deliverables. The survey instrument developed for this project must balance competing desires for detailed results and a summary measure of overall customer satisfaction (the primary objective of effort is to deliver a quantitative performance measure). This data may also be helpful for identifying areas in need of improvement, as well as, the impact of various initiatives to improve service. However, at the broad level envisioned for this project, more detailed evaluations by individual NCDOT Units may be required to fully measure the need for or the impact of improvements.
The primary objectives of this research are to:
- Develop a survey methodology to determine the perceptions of NCDOT customers
- Summarize and report the perceptions of NCDOT customers
- Relate customer perceptions to NCDOT missions and goals
- Provide a benchmark for future surveys
