Project Details

NCDOT provides transportation services across North Carolina for a variety of functions and uses. NCDOT identified customer satisfaction as a component of its 2015-2017 Strategic Plan, and dashboard, and measured customer service through a statewide survey starting in 2015. An annual survey on key elements of interest to the department provides useful feedback to improve customer satisfaction and track it over time with a focus on NCDOT’s mission and goals.

The purpose of this project is to determine the current perceptions of NCDOT customers, and to exhibit trends in these preferences compared to past years. The survey instrument developed for this project will balance competing desires for detailed results and a summary measure of overall customer satisfaction, with the primary objective of delivering a quantitative performance measure. This data may also help the NCDOT identify areas in need of improvement, as well as the impact of various initiatives to improve service. While this project synthesizes customer feedback and experiences that may inform NCDOT decisions, more detailed evaluations by individual NCDOT Units may be required to fully measure the need for or the impact of improvements.